The role is responsible for providing guidance in the formulation and implementation of corporate strategic initiatives, monitor the plans set to enable the Fund to meet its strategic objectives. The role will also drive innovation within the Fund, implement and manage the operational business process management framework across various functions, ensuring service and quality assurance - performance on Service Level Agreements with a view to enhancing customer experience. The role holder will play an integral role in increasing member satisfaction and efficiencies through prioritized system enhancements and process improvements and will oversee the Quality Management System (ISO).

• Actively participate in the development, implementation, and execution of corporate strategy
• Lead periodic reviews of strategy in line with external and internal environments
• Advise management to enable a shared understanding of best practice strategic planning
• Enforce compliance with strategic planning reporting requirements by linking to independent performa
• Oversee service quality, maintain, and improve training platforms
• Oversee risk management review, customer feedback management, organizational awareness, and training on QMS/ISO for champions and staff.
• Facilitate the strategic review and planning processes
• Facilitate teams to critically review current processes for effectiveness, quality, and simplification.
• Lead process improvement initiatives through mapping of member journey and work with cross-functional teams to coordinate and streamline business processes; identify risks and issues and prioritize processes to be improved.
• Develop metrics to ensure processes improvement implementations are successfully measured and efforts are attached to improved member satisfaction.
• Administer and implement the Fund’s quality management system (QMS) to ensure efficiency, compliance and continual improvement and automation using Q-Pulse system.
• Ensure that work controls, training and other records are properly documented, securely stored and easily retrievable for quality audits.
• Act as the team leader of the ISO champions for coordination, planning and implementation of all
• Prepare QMS reports for management review meetings, staff and departmental meetings updates, external reporting for surveillance/certification audits.
• Liaise with certification body and consultants for the Fund’s Quality Management System plans, certification/re-certification/surveillance audits and corrective action plans, training, and Q-Pulse system support.
• Oversee risk management review, customer feedback management, organizational awareness, and trai
• Implement process solutions to improve operational efficiency and recommend innovative solutions to achieve operational effectiveness, promote implementation of best practices.
• Ensure implementation of audit recommendations from ISO, Internal and external audits

• Bachelors Degree or an equivalent in bachelor of business management from accredited and recognized institution.
• Masters Degree or an equivalent in master of business administration from accredited and recognized institution.
• Good understanding and experience in application of corporate planning principles and corporate services
• Membership of a professional body
• Knowledge and experience in ISO 9001 or a Certified QMS Lead Auditor will be an added advantage.
• Understanding of quality assurance.
• High-level interpersonal and cross-cultural skills
• Creativity and innovation skills
• Critical and analytical thinking and problem-solving skills
• Good oral and written communication skills
• Risk awareness and focus
• A minimum of eight (8) years relevant expereince in Corporate Planning