Head of Operations

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.

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.