Old Mutual, a leading pan-African financial services group, is committed to shaping Africa’s success story through its diverse operations and exceptional talent base. Rooted in a strong tradition of trust, performance, and forward-thinking, Old Mutual fosters innovation and operational excellence in the financial sector.
As part of its continued growth and focus on strategic transformation, Old Mutual Kenya invites qualified and passionate professionals to apply for a high-impact leadership role: Senior Manager, Shared Services. This Nairobi-based position presents a unique opportunity to steer operational success in one of Africa’s most influential financial institutions.
About Old Mutual
Old Mutual has deep roots in Africa, with a presence across multiple countries and a diverse portfolio spanning insurance, asset management, banking, and other financial services. Its strength lies in understanding local markets, leveraging innovation, and fostering trust-based relationships with stakeholders and communities. The company’s core philosophy is to empower individuals, institutions, and nations toward achieving financial freedom and resilience.
As Old Mutual continues its journey of transformation and excellence, the role of Senior Manager, Shared Services becomes a vital lever for delivering seamless banking operations, enhanced customer experiences, and strategic alignment with emerging technologies.
Job Summary
The Senior Manager, Shared Services is an integral part of the executive management team and is primarily responsible for overseeing the bank’s operational strategy and implementation. The position drives efficiency, fosters innovation, ensures regulatory compliance, and enhances overall customer satisfaction. This role demands a visionary leader who can harmonize people, processes, and technologies to support business growth.
Reporting to the CEO, the successful candidate will work closely with the Head of ICT and Innovation, as well as other senior executives, to translate strategic objectives into measurable and sustainable results.
Key Duties and Responsibilities
Strategic Leadership
- Collaborate with the CEO and executive leadership to refine and execute the bank’s strategic plan.
- Transform corporate vision into robust operational frameworks and action plans.
- Drive institutional performance and support sustainable growth strategies.
- Ensure alignment between operations and overarching business goals.
Operational Excellence
- Lead and supervise day-to-day bank operations including:
- Branch operations
- Digital banking platforms
- Back-office processing
- Customer service delivery
- Champion process improvement initiatives aimed at enhancing efficiency and reducing operational costs.
- Implement robust operational controls and ensure compliance with organizational policies and legal frameworks.
Risk and Compliance Management
- Partner with risk and compliance teams to proactively identify operational risks.
- Support the implementation of business continuity plans and disaster recovery protocols.
- Ensure full compliance with Anti-Money Laundering (AML), Counter Financing of Terrorism (CFT), and other regulatory requirements.
- Oversee the integrity of customer due diligence, KYC processes, and data quality controls.
Technology and Innovation
- Advocate for the adoption of digital tools and platforms to drive operational efficiency.
- Lead digital transformation initiatives across departments.
- Monitor global trends in fintech, regtech, and other emerging technologies and apply insights to enhance service delivery.
Customer Experience
- Elevate customer satisfaction by streamlining banking processes and reducing service friction.
- Respond promptly to operational challenges that could affect customer relationships.
- Institutionalize customer-centric principles into daily operations.
Team Management and Development
- Recruit, mentor, and manage high-performing operational teams.
- Foster a culture of accountability, innovation, and continuous improvement.
- Champion leadership development and succession planning within operational departments.
Performance Monitoring and Reporting
- Define and monitor Key Performance Indicators (KPIs) for all operational departments.
- Regularly present progress reports and challenge analyses to the CEO and Board of Directors.
- Ensure alignment between operational activities and the bank’s financial performance objectives.
Stakeholder Engagement
- Engage regularly with internal stakeholders including IT, HR, Finance, and Risk teams.
- Represent the bank in forums, workshops, and industry events.
- Cultivate relationships with regulators, service vendors, and strategic partners.
AML/Compliance Oversight
- Ensure strict adherence to compliance frameworks, particularly those related to AML, sanctions, and KYC.
- Execute enhanced due diligence and transaction monitoring programs.
- Proactively report any suspicious or unusual activity to the Risk and Compliance Office.
- Serve as the compliance champion within the shared services function, ensuring the continuous reinforcement of compliance culture.
Key Performance Indicators (KPIs)
- Operational cost efficiency ratio
- Customer satisfaction score (e.g., Net Promoter Score)
- Regulatory and audit compliance ratings
- Process turnaround time (loan processing, account openings, etc.)
- Employee engagement, development, and retention metrics
Skills and Competencies Required
- Strategic thinking and executional leadership
- Strong analytical, problem-solving, and decision-making capabilities
- Excellent interpersonal, communication, and stakeholder management skills
- Deep understanding of banking operations, risk mitigation, and regulatory compliance
- Capability to lead change management and innovation initiatives
- Knowledge of fintech, digital transformation, and agile operational frameworks
Experience and Professional Background
- Minimum of 10 years of progressive leadership experience in banking or financial services.
- Demonstrated expertise in operational strategy, process optimization, and cross-functional management.
- Experience leading digital banking innovations or integrating fintech solutions is highly desirable.
Academic and Professional Qualifications
- Bachelor’s degree in Business Administration, Finance, or a closely related discipline.
- Master of Business Administration (MBA) or equivalent advanced qualification is preferred.
- Lean Six Sigma Black Belt Certification (for process optimization).
- PMP or other recognized Project Management Certification.
Additional Responsibilities: Claims and Fraud Oversight
As part of the shared services oversight, the Senior Manager will also be responsible for supporting the development and execution of claims management and fraud prevention strategies within the insurance and banking operations.
Insurance Claims Evaluation
- Lead investigation and evaluation of complex or high-value insurance claims.
- Coordinate input from assessors, adjusters, and subject-matter experts to ensure sound decision-making.
- Negotiate and approve settlements within delegated authority.
Insurance Claims Administration
- Oversee claims handling processes to ensure efficiency, customer satisfaction, and regulatory compliance.
- Escalate unresolved or high-risk claims to the appropriate levels of authority.
Fraud/Financial Crime Management
- Develop and lead fraud prevention initiatives and monitoring frameworks.
- Collaborate with internal teams and external bodies in managing financial crime risks.
- Establish systems to identify and mitigate fraud trends.
Investigation and Risk Intelligence
- Investigate suspected fraud or misconduct cases.
- Gather and analyze evidence, liaise with legal or regulatory agencies when necessary.
- Recommend corrective or disciplinary action based on findings.
Anti-Fraud Systems Development
- Propose system enhancements or new solutions for fraud detection.
- Contribute to company-wide fraud policies and mitigation frameworks.
Organizational Leadership
- Translate corporate strategy into actionable team plans and KPIs.
- Manage resource allocation and scheduling to meet operational targets.
- Develop financial protocols and ensure compliance with industry standards.
- Coach and mentor teams for personal and organizational growth.
Key Competencies for Success
- Business Insight
- Financial Acumen
- Instills Trust
- Decision Quality
- Collaborates Effectively
- Accountability and Ownership
- Directs Work and Delegates with Purpose
- Strong Communication and Influence
Location
Nairobi, Kenya (Full-time position)
Application Deadline
25 July 2025 at 23:59 EAT
If you are a transformational leader with a passion for operational excellence, strategic leadership, and innovation in the banking and insurance sector, then this role offers a unique opportunity to make a lasting impact at Old Mutual Kenya.
