Head of Operations

We are looking for an experienced and dynamic Head of Operations to lead and transform the Bank's end-to-end Operations function.The Head of Operations will be responsible to drive the strategic planning, implementation and optimization of the Bank's operational infrastructure. This role focuses on accelerating digital transformation while maintaining strict regulatory compliance and operational efficiency.Reports to: Chief Executive Officer (CEO)Qualification & ExperienceMinimum Master’s degree in Banking/Finance/Business AdministrationMinimum 15-20 years’ experience in commercial or microfinance 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.Key ResponsibilitiesDevelop 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 digitalization, automation, CBS optimization, and emerging technologies.Drive expansion and optimization of digital channels, including mobile banking, digital wallets, and branchless banking.Optimize 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.