Position Overview

The Head of Operations will be responsible for establishing, managing and scaling the Bank’s operational functions, ensuring efficient service delivery, strong operational controls and scalable processes to support business growth. The role will focus on building efficient banking operations, improving service standards, driving automation and operational excellence, and developing high-performing teams.

This is a senior leadership appointment requiring a hands-on, execution-focused professional with the ability to establish and scale banking operations while maintaining strong operational risk management and regulatory discipline.

Key Responsibilities

1. Proven experience in establishing, managing and scaling efficient banking operations, including building and mentoring teams to deliver high-quality service.
2. Strong understanding of core banking systems, payments, cards, customer onboarding and KYC/AML processes.
3. Ability to drive automation, straight-through processing (STP) and improvements in operational efficiency.
4. Proven capability in vendor management, cost optimisation and operational risk management.
5. Strong expertise in process design, internal controls, service delivery and operational performance management.
6. Must demonstrate: Measurable improvements in operational costs, turnaround times, automation, service quality and operational reliability.

Requirements

1. Experience establishing and scaling efficient banking operations, and mentoring team members to scale premier service operations.
2. ⁠Strong understanding of core banking, payments, cards, onboarding and KYC/AML processes.
3. ⁠Ability to drive automation, straight-through processing and operational efficiency.
4. ⁠Proven capability in vendor management, cost optimisation and operational risk.
5. ⁠Strong process design, controls, service delivery and performance management.
6. ⁠Must demonstrate: Measurable improvements in cost, turnaround times, automation and operational reliability.