Head - Operations - Bank

Job Title: Head of Operations

Experience: 15-25 Years

Location: Mumbai

Job Overview:

We are seeking a highly experienced and strategic Head of Operations to oversee the banks end-to-end operational framework. The ideal candidate will have deep expertise in banking operations, strong leadership capabilities, and a proven ability to drive operational excellence, process automation, compliance, and risk mitigation across multiple verticals.

Key Responsibilities:

Operational Strategy & Leadership:

- Develop and execute the overall operational strategy, ensuring efficiency, scalability, and alignment with the bank's business objectives.

Oversight of Core Banking Operations:

- Lead and manage key operational functions including Centralised Retail Liability Operations, Transaction Processing, Customer Service, Card Operations, and Wholesale Banking Operations.

Regulatory Compliance & Risk Management:

- Ensure full compliance with local and international banking regulations. Identify, assess, and mitigate operational risks across all functions.

Process Automation & Digitization:

- Drive automation, digitization, and technology-driven initiatives to streamline workflows, reduce manual effort, and enhance operational efficiency.

Team Leadership & Development:

- Lead, mentor, and motivate large operations teams. Oversee hiring, talent development, training, and performance management to ensure high productivity and service quality.

Customer Service Excellence:

- Oversee customer service operations to ensure high satisfaction levels. Manage escalations, resolve complex customer issues, and strengthen service delivery standards.

Technology & Systems Integration:

- Coordinate implementation of new technologies, tools, and systems that support operational improvements and digital transformation.

Financial & Performance Management:

- Manage operational budgets, control expenses, and monitor performance metrics. Present operational reports and insights to senior management.

Stakeholder & Vendor Management:

- Build and maintain effective relationships with internal stakeholders, customers, vendors, and partners to ensure smooth operations and service delivery.

Requirements & Qualifications:

- Minimum 15 years of experience in banking operations (mandatory).

- Proven experience leading large-scale banking operations across multiple functions (Retail, Wholesale, Cards, Transaction Processing, Customer Service, etc.).

- Strong understanding of banking regulations, compliance requirements, and risk management practices.

- Hands-on experience driving automation, digitization, and operational transformation initiatives.

- Excellent leadership and people-management skills with experience supervising large and diverse teams.

- Strong analytical, strategic thinking, and problem-solving abilities.

- Ability to manage budgets, operational KPIs, and performance reporting.

- Exceptional communication, stakeholder management, and decision-making skills.

- Ability to work in a fast-paced, high-compliance banking environment.