Job Location :
Head Office, Hq
Job Purpose:
Responsible for ensuring that Corporate Support operations adhere to internal policies, regulatory standards, and best practices including establishing and implementing quality assurance frameworks to optimize operational efficiency, enhance customer experience, and mitigate risks associated with corporate support services management.
Main Responsibilities:
- Develop and implement a robust Quality Assurance framework for Corporate Support functions to ensure high service standards.
Oversee adherence to internal policies, align with industry standards and regulatory requirements for all support functions (physical security, Facilities, construction, Stores, Business Continuity Management and Occupational health and safety
Conduct regular audits and inspections to ensure compliance, identify nonconformities and implement corrective actions
Ensure adherence to best industry standards, banking regulations, and service-level agreements (SLAs) with third-party vendors.
Establish and maintain key performance indicators (KPIs) for service quality and adherence to service-level agreements (SLAs).
Keep up to date with legal, regulatory, and industry changes affecting all units of Corporate Support Physical Security, Business Continuity Management, Operational Health and Safety, Facilities Management Operations, Logistics management, and Stores management.
Monitor and evaluate the performance of support functions to ensure efficiency and compliance with standards
Collect, assign, follow up on the closure, analyze and report the branch facilities incidents, and escalate to management for decision-making and support.
Drive continuous improvement initiatives to enhance operational efficiency, reduce costs and improve processes
Identify potential risks related to Corporate Support Services (e.g., security breaches, maintenance failures, environmental hazards) and follow up with responsible units to implement mitigation strategies to address safety and operational concerns
Develop and maintain a Corporate Support Risk Register to track and manage identified risks.
Work closely with Health & Safety teams to ensure compliance with workplace safety regulations.
Conduct regular assessments, audits and inspections to monitor compliance and performance across all corporate support units
Report findings and recommend corrective and preventive actions enduring all functions adhere to quality and safety standards
Prepare detailed quality assurance reports and present findings for senior leadership.
Track and report non-compliance issues, ensuring corrective actions are taken promptly.
Track service contracts from commencement to expiry and trigger renewal
Conduct training and awareness programs for internal teams and vendors on quality assurance standards, regulatory compliance and best practices to enhance operational effectiveness
Act as a point of contact for regulatory audits and internal compliance reviews.
Monitor stakeholders’ feedback and service delivery standards to improve customer satisfaction.
Oversee timely delivery, safety and operational reliability ensuring customer satisfaction and operational excellence
Knowledge and Skills:
- Strong knowledge of Corporate Support management best practices, quality assurance, and compliance standards.
Strong understanding of banking regulations, risk management, and compliance standards.
Ability to interpret and apply health & safety, environmental, and banking industry regulations.
Strong stakeholder management and communication abilities.
Attention to detail and a proactive approach to quality management.
Analytical and problem-solving skills with the ability to identify risks and inefficiencies.
Ability to manage multiple tasks and projects in a fast-paced banking environment.
Strong leadership and team management capabilities.
Qualifications and Experience:
- Bachelor’s degree in Business Administration, Facilities Management, Project Management or equivalent professional experience
Certification in Quality Management or relevant industry standards (e.g., ISO 9001, Six Sigma)
5 years proven experience in a quality assurance or compliance role, preferably within Facilities management, Security, Logistics or related sector
Experience in managing vendor contracts and service agreements.
Expertise in quality control systems audits and inspections
Experience in auditing, risk management, and process improvement.
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
