Head - Operations - Bank

• Role Title : Head - Operations
• Department : Operations
• Location : Mumbai
• Reporting to : Chief Operations Officer
• Span of Control : 250+ staffs
• Principal Accountabilities:

1. Responsible for the bank's overall operational strategy, efficiency, and risk management, overseeing key functions like Centralised Retail Liability Operations, Transaction Processing, Customer Service, Card Operations & Wholesale Banking Operations, etc.

• 2. Ensure the bank adheres to all local and international banking regulations and legal requirements and actively manage and mitigate operational risks.
• 3. Responsible for automation and digitization of the processes.
• 4. Lead, mentor, and motivate operations staff to achieve productivity and performance goals, including hiring, training, and performance evaluations.
• 5. Oversee customer service operations to ensure a high level of satisfaction and manage customer issues and complaints effectively.
• 6. Coordinate the implementation and use of technology solutions to improve operational efficiency and support business initiatives.
• 7. Manage operational expenses, oversee budgeting, and report on operational performance to senior management.
• 8. Manage relationships with customers, vendors, and other stakeholders.
• Education/ Experience/ Other information:
• Qualification: Preferably a post-graduate in General Management, Operations.
• Required Behavioural Competencies: Leadership skills, Stakeholder management, Collaborative mindset, Cost Consciousness.
• Work Experience: 15 - 20 years in Banking Operations with broad understanding of RBI regulations w.r.t.
• i. Retail Banking (Account Opening norms, KYC, AML, FEMA regulations)
• ii. Corporate Banking (Trade Finance Ops., Credit Documentation and Administration)
• iii. Treasury Back Office Ops.