Chief Operations Officer

A rapid growing financial services firm is seeking an accomplished leader to manage all Operations functions of the firm. Reporting to the CEO, the role responsibilities include oversight of operations, customer service delivery, credit and collections operations and shared services centres in the region.

Key Responsibilities:

Oversee and manage all operations and related activities to ensure efficiency, compliance and customer satisfaction.

This includes:

• establishing and overseeing the operational infrastructure necessary to support the companies' business activities and ensure smooth day-to-day operations;
• ensuring the smooth running of our operations shared services centres;
• overseeing workplace facilities management;
• streamlining and managing procurement operation process

Responsible in managing the Operational Risk exposure by supporting the Business and/or Product team to identify areas of operational risk exposure by developing and implementing controls.

Responsible for developing and implementing strategies to enhance customer satisfaction, collaborate with internal stakeholders to streamline processes and resolve customer issues and foster a customer-centric culture while ensuring compliance with regulatory requirements.

Develop and implement strategies, policies, controls and procedures to protect customers from financial losses and reputational damage.

Collaborate closely with internal stakeholders (ie Risk, Compliance, Technology, Product & Design team) and law enforcement and regulatory agencies and implement fraud and money laundering detection technologies and tools.

Manage cost and productivity to achieve higher levels of efficiency.

Build and manage high performing teams by providing mentorship, training and coaching.

Stay up-to-date with industry trends and best practices to identify opportunities for growth and improvement.

Requirements:

• At least 15 years of banking experience in operations management within the Banking or Financial Services industry
• Track record in managing operational processes, implementing operational and/or customer experience strategies and driving operational excellence and customer experience.
• Sound knowledge on Bank’s operational requirements and processes. Experience in risk management, compliance and regulatory requirements related to banking operations.
• Familiarity with banking operations platforms, technologies and trends.
• Experience in project managing complex, cross-functional projects.
• Strong analytical skills, with the ability to analyze data, identify trends and make data-driven decisions to optimize operations and customer experience.
• Good leadership and communication skills, with the ability to effectively collaborate with stakeholders across functions and at all levels of experience.
• Strategic thinking and good problem-solving abilities, with the ability to work well in a startup VUCA (Volatile, Uncertain, Complex, Ambiguous) environment.
• Understanding of regulatory requirements and compliance standards applicable to banking operations, including KYC, AML and data privacy regulations etc.
• Good working knowledge and/or experience in procurement processes will be an added advantage.