Head of Operations

About the role

We are looking for an experienced and dynamic Head of Operations to lead and transform the Bank's end‑to‑end Operations function. Reporting to the Chief Executive Officer, the role will drive strategic planning, implementation and optimisation of the bank’s operational infrastructure while accelerating digital transformation and ensuring regulatory compliance.

Key responsibilities

• Develop and execute operational strategy aligned with the Bank’s growth, business objectives, and digital transformation agenda.
• Lead the transformation of branch and back‑office operations through digitalisation, automation, Core Banking System optimisation, and emerging technologies.
• Drive expansion and optimisation of digital channels, including mobile banking, digital wallets, and branchless banking.
• Optimise operational processes, KPIs, budgets, cost‑to‑serve, and centralized back‑office functions to improve efficiency and scalability.
• Manage third‑party vendors, technology partners, and service providers, ensuring effective SLAs and performance.
• Ensure strong operational risk management, regulatory compliance, internal controls, fraud prevention, and safeguarding of Bank assets and customer information.
• Oversee operational policies, SOPs, audits and timely closure of control and audit observations.
• Enhance customer experience through improved service quality, faster loan disbursement, efficient support, and effective complaint resolution.
• Lead and develop a high‑performing operations team across branches and Head Office, fostering a customer‑centric, performance‑driven, and innovation‑focused culture.

Required profile

• Minimum Master’s degree in Banking/Finance/Business Administration.
• 15‑20 years experience in commercial or micro‑finance banking, with at least 5 years in a senior operational management role.
• Strong knowledge of Core Banking System (CBS), digital lending platforms, workflow automation, analytics, payment systems and regulatory reporting.
• Strategic thinking, problem‑solving, communication, negotiation and stakeholder management.
• Resilience and ability to lead teams through change.

Required skills

• Core Banking System (CBS)
• Digital lending platforms
• Workflow automation tools
• Analytics platforms
• Payment systems
• Regulatory reporting systems