Head of IT

Job Purpose

To provide leadership and direction in IT technical functions and services—including testing, staff training and development, and implementation and support of applications and hardware—in accordance with best-practice IT principles, policies and procedures. To ensure that problems reported from head office and branches regarding IT systems and products are resolved with minimum interruption to client service and business operations.

Key Responsibilities

• Management of the IT Function
  • Develop and implement a business plan, goals and budget for IT functions and activities that align with corporate objectives, business plan and operational priorities.
  • Establish quality service standards to respond to internal and external client inquiries, requests and issues related to IT.
  • Monitor and take corrective action against significant deviations from IT service quality standards.
  • Evaluate, monitor and control department and staff performance against agreed standards; take corrective action as needed.
  • Ensure head office and branches comply with IT policies, procedures and statutory regulations.
  • Assist branches and other departments in resolving IT inquiries.
  • Participate in Board and Management Committee meetings as assigned by senior management.
  • Set overall IT objectives and plans; monitor performance against the strategic plan and take corrective action.
  • Conduct regular client, supplier and staff satisfaction surveys on IT services and act on feedback.
  • Ensure high-quality service delivery to internal clients for all IT-related inquiries, requests and issues.
• IT Compliance to Internal Control and Regulatory Policies
  • Oversee documentation and application of sound, up-to-date IT principles; ensure compliance with banking and finance legislation, regulations, policies and procedures.
  • In coordination with Finance and Internal Audit, ensure all IT aspects comply with Central Bank regulations.
• IT Disaster Recovery and Security Policies
  • Set up, test and maintain IT Disaster Recovery plans, policies and procedures.
  • Develop, enforce, monitor and document housekeeping and security policies for all technical applications, ensuring disaster recovery readiness and user security.
• Vendor and Contracts for Computer Services and Equipment
  • Negotiate and manage vendor contracts for services and equipment.
  • Coordinate and maintain contracts for computers, auxiliary equipment and software documentation.
  • Oversee delivery, installation, testing and implementation of new software systems, upgrades and customizations.
  • Negotiate purchase terms and provide ongoing support for hardware, software, telecommunications and power.
• IT System and Services Administration
  • Identify IT requirements; ensure functions are fully resourced, budgeted and performance-managed to support business strategy and maximize ROI.
  • Account for IT expenditure; ensure costs are contained and effective.
  • Act as consultant on IT matters, staying current with technological requirements and industry developments.
  • Provide user support for computerized systems: monitor/tune performance, train users, troubleshoot hardware/software issues, and liaise with contractors for complex problems.
• Human Resources Management – IT Functions
  • Manage day-to-day IT activities and resolve conflicts.
  • Conduct annual performance reviews and appraisals based on SMART objectives; arrange training as needed.
  • Recruit and build an effective IT team with appropriate skills and competencies.
  • Induct, train, coach and develop staff to maintain high morale and motivation.
  • Define clear organization structure, job descriptions, roles, responsibilities and authority for all IT staff.
  • Set, evaluate, monitor and control staff performance; encourage teamwork and sharing of best practice.
  • Hold regular progress and planning meetings; advise and support direct reports; model organizational values.
• Gender Policy and Equity
  • Support and promote gender policy initiatives for sensitivity and equity.
  • Foster a culture of gender equity and sensitivity within the department.
  • Encourage understanding and promotion of transformation by management and staff.
  • Participate in activities to empower staff and clients as agents of social, spiritual, political and economic transformation.
• Self-development
  • Develop and maintain personal knowledge, expertise and professionalism.
  • Stay abreast of banking industry developments and IT trends through local and international networking.
  • Meet personal training and development needs via relevant professional and commercial training and networking activities.