Head of Operations

Role & responsibilities

• Lead daily operations across multiple US banking processes

• Ensure compliance with US banking regulatory bodies: o FDIC, OCC, CFPB, Federal Reserve, FINRA, AML/BSA
• Monitor SLAs, KPIs, accuracy, AHT, and productivity to meet client and business expectations.
• Drive operational excellence through process optimization, automation, and Lean/Six Sigma initiatives.
• Manage escalations, resolve operational issues, and ensure timely decision-making.
• Lead and mentor a team of supervisors, leads, and banking associates; ensure their performance and development.
• Partner with US clients/stakeholders for governance calls, business reviews, and service updates.
• Prepare MIS reports, dashboards, and operational insights for leadership and client teams.
• Ensure robust controls, quality checks, audit readiness, and adherence to risk frameworks.
• Drive transition and migration of new US banking processes, ensuring smooth onboarding.
• Support workforce planning, scheduling, and resource allocation for a 24/7 operation if required.

Preferred candidate profile

• Strong experience in US banking operations across one or more key areas (payments, lending, KYC/AML, fraud, disputes, account servicing, credit operations).

• Strong understanding of US compliance and regulatory requirements (AML/BSA, OFAC, Reg E/Z, UDAAP, FCRA, GLBA, etc.).

• Proven track record of managing large operations teams in a high-volume US banking environment.

• Excellent client management and communication skills with experience in US stakeholder interaction.

• Strong analytical and problem-solving capabilities.

• Experience driving process excellence (Lean, Six Sigma, automation).

• Proficiency in banking systems, workflow tools, and MS Excel/Power BI for reporting.