Head: Ecobank Business Services - Ecobank Ghana

JOB PURPOSE

Responsible for providing strategic direction and operational leadership for all support services that enable the bank’s core business to operate efficiently, safely, and in compliance with regulatory standards. The role oversees the management and integration of Facility Management, Realty Services, Protocol Services, Transport Services, Procurement, Insurance, Records Management, and Corporate Security Services across Ecobank Ghana Ltd.’s network.

JOB CONTEXT

The Context for the performance of the Head of EBS responsibility and duties is a very complex one because the various functions under supervision, though related are also stand alone. Modernity also brings its complexity to bear on staff, customers and other stakeholder expectation of the function.

There is therefore the need for dedication, competence and customer centred orientation for the success of this job. It is a responsibility for the management of vital services and processes that support the core business of the organization. It is to ensure that best practices are followed to the maximum efficiency and that the most suitable working environment are attained for employees, customers and stakeholders of the Bank.

This is a diverse field with a range of responsibilities which are dependent on the structure and size of the organization. It involves both strategic planning and day-to-day operations, particularly in relation to Facility Management, Realty services, Protocol Services, Transport Services, Procurement, Insurance, Records Management and Corporate Security Services. This role operates within a fast-paced banking environment with geographically dispersed branches and high security, regulatory, and service-level requirements.

The position reports directly to the Country & Regional Head, Transformation & Operations and works closely with departments such as Finance, HR, Compliance, Legal and Risk. The role requires frequent engagement with external vendors, contractors, and regulatory bodies, as well as responsibility for managing large budgets, service contracts, and operational risk exposures.

KEY RESPONSIBILITIES

FACILITY MANAGEMENT

• • Provide a strategic plan for the Facility Management Unit
• • Ensure that the day-to day operational Facility Management duties are carried out with outmost efficiency
• To manage all EGH facilities to ensure healthy safe and sound fixtures and equipment’s for staff, customers and all other stakeholders who may use the bank’s facilities
• • To adopt best facility management practises to manage resources, services and processes to meet the needs of the entities served.
• • To manage and leverage on vendor relationships to receive excellence service to the bank’s benefit.
• • Manage Facility Management Contracts
• • Ensure that the Head Office and all EGH’s commercial and residential – both owned and rented are well maintained
• • Ensure that Government Regulatory requirements are met
• • Identify and mitigate maintenance and repair risk
• • Conduct periodic inspections to ensure that the bank’s facilities are in good shape

REALTY SERVICES

• • Provide a strategic plan for the Realty Services Unit
• • Ensure that the day-to-day operational Realty Services duties are carried out with outmost efficiency
• • To acquire commercial and residential property, through rental or outright purchase and the supervision of projects for the bank’s use
• • Supervise the management of 12 bank owned commercial properties
• Supervise the management of 4 bank owned residential properties
• • Supervise the management of landlords for 64 branches and about 253 ATMs (off site) 2 agencies, 5 car parks to ensure continuity of the bank’s business.
• • Liaise with the Legal Dept. on all legal issues related to land and property rented or owned by the Bank
• • Establishes/Monitors Service Level agreements for Procurement processes across the HO and Branches of the affiliate
• • Liaise with consultants to manage construction projects for the bank
• • Coordinate with Zonal Heads on Realty Service issues
• • Ensure that all outgoings on the bank’s properties are settled with the appropriate authorities
• • Ensure acquisition/ rental and disposals of properties for EGH when necessary

PROTOCOL SERVICES

• • Provide a strategic plan and direction for the Protocol Services Unit
• • Ensure that the day-to day operational Protocol Services duties are carried out with outmost efficiency
• Supervise the planning, coordination and execution of all executive events for EGH
• • Ensure that the bank receives value for money in all coordinated protocol and events activities
• • Management of Protocol, logistics services to EGH i.e. Hotel Booking, Ticketing, Events and conferences, visa acquisition, airport formalities and transportation for all activities.
• • Supervise the usage of the Ecobank Travel Management tool (ETES)

TRANSPORT SERVICES

• • Provide a strategic plan and direction for the Transport Services Unit
• • Ensure that the day-to day operational Transport Services duties are carried out with outmost efficiency
• Responsible for managing the drivers and supervising/coordinating their utilization and schedule, always giving priority to most urgent business needs and ensuring safety standards and professionalism are maintained in all cases.
• • Responsible for pool of company cars, including proper maintenance.

PROCUREMENT

• • Provide a strategic plan and direction for the Procurement Unit
• • Delivering Value for Ecobank by ensuring value for money through economies of scale
• Ensure that the day-to day operational Procurement duties are carried out with outmost efficiency
• • Working with the Legal department, ensuring that the interests of Ecobank are protected in negotiating agreements with vendors
• • Supervise the implementation of the Group Procurement and Vendor Management Policy and Procedure for all EGH
• • Ensure management and leverage on good vendor relationships for EGH, and other affiliates as the need arises. • Ensure the evaluation and appraisal of vendors and Suppliers for EGH
• • Maintain credible approved Suppliers Register for EGH
• • Identify and mitigate Sourcing and Vendor risks in all sourcing activities.
• • Ensure the maintenance of a high level of professionalism and ethical dealings with all vendors and Service providers
• • Role modelling the Values of Ecobank especially ‘integrity’ in dealing with vendors etc
• • Ensure a constant Cost Analysis namely price and service benchmarking to achieve value for money for procurements made.
• • Ensure the effective use of the Procurement ERP for all procurements.
• • Ensure that the tender process is followed for procurement items above USD 25,000 and the Local Tender committee has duly approved the outcome.
• • Review of procurement to provide expert advice on cost management to Management.

INSURANCE

• • Ensure adequate insurance coverage is in place with partner insurance companies to protect the bank’s interests. • Regularly review all insurance policies to ensure terms are favourable and aligned with the bank’s risk management strategy.
• • Lead negotiations on premiums and policy terms to secure the best possible coverage and cost-efficiency for the bank.
• • Supervises the collaboration with brokers and internal business units to gather and assess renewal information for corporate insurance arrangements.
• • Approves the Identified emerging insurable risks within the business and effective risk management strategies recommended.
• • Serve as the primary liaison between the bank and all key insurance stakeholders, including bank management, brokers, insurance companies, staff, and the transport unit
• • Oversees the bank’s overall insurance portfolio, acting as the single point of contact for all insurance-related matters.
• • Oversees the claims notification process, ensuring insurers receive timely and comprehensive information for proper claims investigation. Monitor the effectiveness of insurers’ claims handling services.
• • Oversees the management of insurance-related queries from internal departments and external third parties, ensuring efficient resolution of all insurance matters.

RECORDS MANAGEMENT

• • Provide a strategic plan and direction for the Records Management Unit.
• • Ensure that the day-to day operational Records Management duties are carried out with outmost efficiency.
• • Ensure the implementation of the Group Record Management Policy, Procedure, Process and best practises from the creation of the Bank’s records, preservation and through to its disposal.
• • Ensure that there is a duly approved Retention Schedule to guide the activities of the Record’s Centre.
• • Ensure that the Procedure Manual for the record Centre is periodically reviewed and approved by the Legal department.
• • Ensures that the Records Committee meets periodically to discuss issues pertaining to the Record’s Unit.
• • Ensure that the Bank’s records are managed in accordance with the Government Regulatory requirement – ensuring compliance with acts that relate to records Management retention i.e.
• • Banks and Specialized Deposit-Taking Institutions Act 2016(Act 930) Section 79
• • Anti-money Laundering Act 2008 (Act 749) Sections 21-26,39
• • Anti-money Laundering Amendment act 2014(act 874) Section 8
• • Public Records & Archives Administration Act 1997(Act 535) Section 24
• • Data Protection Act 2012(Act 849) section 24
• • Electronic Transaction Act 2008(Act 772) Sections 7-9,25,141
• • Public Financial Management Act 2016(act 921) Section70
• • Financial Administration Regulations 2004(LI1802) Part 10

CORPORATE SECURITY

• • Oversee the monitoring of emerging security & safety threats and hazards and make recommendations for preventive measures.
• • Provide a strategic plan and direction for the Corporate Security Unit.
• • Ensure that the day-to day operational Corporate Security Management duties are carried out with outmost efficiency.
• • Oversee the SRA (Security Risk Assessment) process and recommend security mitigation measures.
• • Evaluate and Monitor the Physical Security of the Bank and make necessary recommendations to Management for improvement where necessary.
• • Develop and implement proactive Strategies with the view to improving the Physical Security of all EGH offices/branches and residences.
• • Ensure that the management of unit is guided by the Bank’s Physical Security Regulations/Policies.
• • Liaise with Group Physical security and Security Agencies in security and intelligence matter
• • Ensure proper utilization of the online security intelligence systems such as OSAC, International SOS etc. are used to deter and implement proactive actions in security and safety.
• • Oversee the implementation of proper operation of security systems (Alarms, Cameras, Access Control, Fire Extinguishers etc.) use, data retrieval, maintenance and investigate security breaches.
• • Notifies the departments/divisions/services responsible for reported breaches, rapid correction.
• • Ensure that the Ghana Police Service provides guards for EGH offices, branches, residencies and other special duties.
• • Ensure management of Security Services Companies for the provision of guards and ensures efficiency in service provided.
• • Ensure Health and Safety is handled by the Unit according to policy and charter

GENERAL

• • Supervise 7 Unit Heads in the exercise of their functions.
• • Ensure high customer service skills for all EBS staff.
• • Ensure Team building for an efficient output from staff in the department.
• • Ensure that all Unit Heads work according to the policies and procedures that guide their functions.
• • Ensure periodic vendor/ supplier evaluation is done with the unit Heads.
• • Prepare the EBS CAPEX and OPEX budget.
• • Produce all EBS reports to Group/EGH Management.
• • Ensure Audit/Control and Compliance issues for EBS are satisfactorily managed.
• • Any other jobs that may be added from time to time.

Qualification Required & Experience

• • Minimum First degree in BSC Land Economy/Estate/ Facility Management, Facility Engineering or related qualification.
• • Diploma in Land Economy/Estate/ Facility Management, Facility Engineering or related qualification.
• • Hold a professional certification in procurement management such as CIPS, CIPP etc.
• • Experience in Landlord and Tenant relationship, Construction and maintenance of facilities.
• • A minimum of 6 years’ experience.
• • Professional Certificate for Estate/ Facility Management or any Related Field.

Skills, Capabilities & Personal attributes

• • Problem-solving and analytical skills to develop an understanding of how the bank works.
• • Strong communication skills
• • Integrity
• • Good knowledge of all relevant laws relating to the management of landed property.
• • Ability to work under pressure
• • Works with little supervision
• • Assertiveness
• • Ability to read interpret construction, electrical, Mechanical and plumbing drawings.
• • Knowledge of Microsoft Office tools like power point, word and excel.

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