To provide strategic leadership and direction in managing the Bank’s business operations and service delivery functions. The role is responsible for ensuring efficient, compliant, and customer-centric processes across all branches and support units. It plays a key role in driving operational excellence, enhancing service standards, and aligning operational frameworks with the Bank’s overall strategic objectives.

         Strategic & Operational Leadership

• Develop and implement operational strategies, policies, and frameworks aligned with the Bank’s business objectives.

• Champion service excellence initiatives to embed a customer-centric culture across all service touchpoints.

• Lead operational readiness for new product launches, regulatory changes, and strategic projects.

• Promote innovation and digital transformation to improve operational efficiency and reduce turnaround time.

  Risk, Compliance, and Control

• Ensure full compliance with internal policies, regulatory requirements, and risk management standards.

• Manage operational risks including fraud, forgeries, errors, and inefficiencies.

• Oversee business continuity planning and operational resilience frameworks across the Bank. Process and Performance Management

• Monitor key operational processes including transaction processing, cash and liquidity management, clearing, and trade finance.

• Oversee timely reconciliation of suspense accounts, foreign exchange settlements, and clearing operations.

• Develop and track key performance indicators (KPIs) and operational dashboards for continuous improvement.

  People and Service Management

• Build, lead, and motivate a high-performing operations and service team across the Bank.

• Ensure consistent, high-quality service delivery across branches and support units.

• Facilitate regular training, coaching, and performance evaluations for operational and service teams.

  Stakeholder and Vendor Engagement

• Manage relationships with internal stakeholders, service providers, and regulatory bodies.

• Represent the Bank in industry forums and ensure strategic alignment of outsourced services and vendors.

  Reporting and Oversight

• Prepare and submit accurate, timely operational reports to the Managing Director and Executive Management.

• Provide insights and recommendations to improve service delivery, operational performance, and strategic decision-making.

• Bachelor’s degree in Business Administration, Finance, Banking, or related field.

• A postgraduate qualification, such as an MBA or its equivalent, is required.

• Professional banking certification is an added asset.

• Minimum 10 years’ experience in banking operations, with at least 3 years in a senior leadership role.

• Demonstrated experience in managing operations, digital transformation, and service excellence programs.

• Proficiency in ICT is essential for this role.

Required Knowledge, skills and abilities

• • Strong knowledge of banking operations, trade finance, risk, and compliance.

  • Strategic thinker with the ability to execute and drive results.

  • High level of integrity, professionalism, and accountability.

  • Excellent leadership, interpersonal, and communication skills.

  • Strong analytical and problem-solving abilities.

  • Tech-savvy and experienced with core banking systems and automation tools.