Head of NHL Services Delivery

Job Summary

The Head of NHL Services Delivery is responsible for overseeing, supervising, managing and controlling overall NHL core operations including CAD payments, reconciliations and collections. The role ensures the efficient day‑to‑day running of core operations teams, maintains operational controls, develops team capability and drives operational excellence. It plays a critical role in supporting business performance, regulatory compliance, customer‑service standards and strategic initiatives across NHL operations.

• Manage all NHL operations, credit control, payments, reconciliations and collections teams.
• Oversee NHL core operations, including CAD payment reconciliation and collections.
• Leverage operational and technical expertise to drive efficient ways of working.
• Act as a key driver of strategic planning and contribute to the NHL core‑operations strategy.
• Develop effective working relationships with business‑unit partners, executives and peers to establish and implement agreed service levels.
• Lead, inspire and coach a team of calibre professionals, creating succession for key roles.
• Ensure the development of a high‑performing team through formal performance management, rewards and discipline where necessary.
• Collaborate with ADHA and other government entities to elevate NHL services and operations.
• Guide, train and motivate staff to achieve operational efficiency in all aspects of their duties.
• Address and monitor all internal and statutory audit issues.
• Manage inter‑department and inter‑bank correspondence.
• Resolve day‑to‑day operational issues efficiently.
• Maintain up‑to‑date documentation in line with policy and process changes.
• Ensure safe custody of cash and cash equivalents and maintain high standards of compliance.
• Authenticate and approve every transaction properly.
• Promote and explore opportunities for operational efficiency.
• Support the FAB NHL budgeting process and ensure payments are processed efficiently.
• Monitor delinquency and execute plans to reduce it.
• Identify, sponsor and implement core systems and technologies to achieve business excellence.
• Understand and manage overall risk profile, identify material risks and build a risk‑based culture.
• Implement programs to attain business growth and profit targets.
• Coordinate operational activity to provide best customer service in an efficient, cost‑effective manner.
• Set objectives and motivate staff to achieve the highest standard of performance.

• Minimum 15 years of relevant working experience, including at least 7 years as Head of Operations/COO in reputable financial institutions.
• University degree with appropriate post‑graduate qualification(s) (e.g., CA, MBA, CFA) or equivalent professional qualification.
• Strong knowledge of banking processes, products, treasury and market activities.
• Strong project‑management skills and ability to translate business concepts into implementable processes.
• Excellent verbal, documentation and writing skills.
• Self‑starter with super‑vision and interpersonal skills.
• Strong powers of articulation and presentation for preparing policies, procedures, strategies and presentations to Senior Management.
• Full adherence to CBUAE and ADHA policies and regulations.
• Preferred:
  Regional exposure and working experience.
• Leader who can roll up sleeves and is a good team player.