Job Summary:

The Head of Operations is responsible for overseeing and managing the bank’s daily operational activities to ensure efficiency, compliance, risk management, and service excellence. This role includes managing branch operations, transaction processing, customer service support, back-office functions, and aligning operations with strategic business goals.

Responsibilities:

Operational Management:

• Oversee end-to-end banking operations across branches and departments.
• Ensure efficient processing of transactions including payments, transfers, loan disbursements, cash handling, and clearing operations.
• Optimize processes for speed, accuracy, and cost-effectiveness.

Compliance & Risk Management:

• Ensure full compliance with regulatory requirements, internal policies, and external audit standards.
• Work with risk and compliance teams to implement effective internal controls and reduce operational risk.

Leadership & Team Management:

• Lead, mentor, and manage operations teams to achieve KPIs and service excellence.
• Drive staff development through training, performance management, and talent planning.

Customer Experience:

• Ensure high-quality customer support from an operational standpoint.
• Resolve escalated customer issues and streamline customer onboarding and servicing processes.

Technology & Innovation:

• Work with IT to implement and improve core banking systems, automation, and digital banking operations.
• Drive innovation and operational transformation through digitization and process reengineering.