Chief Operations & Customer Support Officer

The Bank of Nevis Limited
Contract Type
Banking & Financial Services, Management
Salary & Benefits
Date Posted
Expiry Date
The Bank of Nevis Limited invites applications from suitably qualified persons to fill the position of Chief Operations & Customer Support Officer

The Bank of Nevis Ltd was incorporated on August 29th, 1985 under the laws of the Federation of St. Christopher and Nevis and opened its doors for business to the public on December 9th, 1985. It was created out of a desire to provide banking services to the local community with the hope that this would assist with the development of the island’s economy. It is for this reason that the Bank adopted the motto ‘Improving the Quality of Life’. We offer comprehensive services including a variety of deposit accounts with attractive rates of interest, credit and debit cards and loans. Other services include ATM services, online banking, brokerage services, merchant services and foreign exchange purchases and sales.


Position Summary

The Chief Operations & Customer Support Officer is responsible for providing leadership, management, and vision to the key support functions of the Bank - Technology Solutions, Customer Support, Marketing, and Card Services to ensure the Bank delivers exceptional outcomes to meet its objectives. The incumbent will have overall responsibility for identifying the strategic priorities of the Bank’s support functions as well as driving transformation and efficiencies across its various departments. The incumbent will also assist in defining and implementing the bank's digital strategy.


Main Duties and Responsibilities

  • Collaborate with the Chief Executive Officer (CEO) in executing the Bank’s vision and operational strategy.
  • Develop actionable business strategies to support operational efficiency across the Customer Support division and ensure alignment with short-term and long-term objectives.
  • Develop annual operational plans to guide service delivery within the division.
  • Support the implementation of strategic initiatives focused on improving operational efficiency.
  • Lead on the development of long term plans for digital transformation at the Bank.
  • Conduct cost benefit analysis on the implementation of new technologies.
  • Drive quality, customer satisfaction, and profitability to meet or exceed the Bank's objectives.
  • Establish performance metrics for the departments in the Customer Support division.
  • Routinely monitor the performance with tracking of the division against agreed metrics, including customer satisfaction and expenses, and establish corrective measures as needed.
  • Analyse internal operations and identify areas of process enhancement.
  • Spearhead the development, communication and implementation of effective growth strategies as well as any relevant policies/processes/procedures to improve divisional performance.
  • Liaise with management and staff on challenges and opportunities for the Bank's current technology infrastructure.
  • Maintain and build trusted relationships with key customers, clients, partners, and stakeholders.
  • Support the management of external vendor relationships, budget approval processes and implementation of such relationships.
  • Advise on the development of strategies to improve the Bank’s position in its competitive market.
  • Support business development activities across the Bank.
  • Advise on the training needs of staff based on their performance and the strategic direction of the Bank.
  • Promote a culture of coaching, continuous learning and innovation within the division.
  • Provide coaching to direct reports.
  • Advise on the human resources requirements of the division.
  • Prepare and present reports, as needed, to the CEO, Board of Directors, including the Technology and Innovation Committee.
  • Participate in meetings of the Credit, Technology and Innovation Committee and other committees as required.
  • Any other assigned duties from time to time by the CEO or Board of Directors.


Experience and Qualifications

  • Bachelor’s Degree in Business, Project Management, Economics, Finance or a related field
  • Master’s Degree and/or Professional Certification in Business, Project Management, Economics, Finance or a related field.
  • At least 10 years relevant experience including 7 years’ experience at a managerial level in a comparable business environment specifically in the areas of:
    • Strategic planning, implementation and Project Management.
    • Digital transformation, Business process Re-engineering, Technology, Customer Support, Marketing, and Card Services.


Skills and Attributes

  • Outstanding organisational and leadership abilities, with steadfast resolve and personal integrity.
  • Excellent interpersonal and public speaking skills.
  • Must possess excellent oral and written communication skills and have the ability to facilitate discussions and be assertive while promoting a collaborative and partnering environment.
  • Must be able to give focused attention to details and deliver high quality work while managing competing priorities.
  • Must have excellent analytical, decision making and problem-solving skills.
  • Must be able to work in a fast-paced environment leading and controlling multiple projects simultaneously.
  • Must possess a strong sense of urgency, decisiveness and proven ability to work under pressure.
  • Working knowledge of data analysis and performance/operation metrics.
  • Thorough knowledge of bank operations.
  • Proficient in the use of Information Technology (IT)/Business Infrastructure and Microsoft (MS) Office Suite.


 Applications should be submitted no later than August 18 th 2022.


Please note that only those candidates selected for an interview will receive an acknowledgement.

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