Head of Operations

Company Overview:

This leading financial institution serves over 4 million customers through a network of 1,400 branches and 1,100 ATMs. As an international bank with a presence across four continents, it excels in branchless banking with its advanced platform. The company also offers 24/7 access via top-tier Internet Banking services.

Job Summary

This position will be responsible to plan, direct and manage the performance of Operations. Profiling of the UAE network by implementing an integrated marketing plan in consultation with HO and Country GMs.

Job Responsibilities

1. Transform Operations into a "minimum error" processing unit: Review processes (process re-engineering). Correct workload balance. Give assignments according to skills. Create a culture of "first time right". Put in place MIS and process for performance measurement. Ensure control of Branch operations, Trade Finance and other relevant department.
2. Allow Business to focus on revenue generation: Understand business needs/expectations; establish SLA's between Business & Operations. Better overview & coordination with operation activities in branches.
3. Improve "scale", contribute in improving efficiency ratio, by reducing operational expenses: Workload analyses, further centralization, outsourcing certain activities, pushing for improvement in systems.
4. Contribute to the revenue, prevent leakage of income: Do a gap analyses to see if there are some services we can be charged to the customers. Tighter expense monitoring.
5. Assist in product innovation: Review call reports and liaise with PD / ADC Sales to understand customer needs and fill in process and product gaps.
6. Ensure Continuity of Business: Set up BCP/DRP Process: Set-up call tree, ensure data recovery process, & succession planning is in place.
7. Improve quality of Operations workforce: Functions to be handled by staff of required skills. Periodic assessment of performance. More accountability. Encouragement for good performers. Arrange appropriate training. Keep staff motivated.
8. Customer satisfaction survey: Carry out customer satisfaction surveys every year and ensure the Top 5 issues highlighted are resolved during the year.
9. Implementation of the marketing plan: Implement an integrated marketing plan for ME countries in consultation with the HO marketing cell.
10. Process re-engineering: Carry out a comprehensive exercise to centralize the operation functions in UAE Operations.

Experience:

• Minimum 15 years of Branch Operation experience including 5 years' senior level in operations. Extensive operational and delivery experience in influencing and enabling complex transactions.

Minimum Qualifications:

• Minimum Bachelors, preferably Masters in Business Administration.

Job Specific Skills:

• Broad technical background and a significant depth of knowledge of the banking operations.
• Strong analytical and organizational skills.
• Experience in strategic planning and execution.
• A track record of successfully establishing business relationships.