Head of Operations & Retail Assets Center

Summary

Operations Strategy & Transformation

• Define and execute a forward-looking operations strategy aligned with business growth, regulatory expectations, and digital transformation goals.
• Drive end-to-end process digitization, automation (RPA), and AI led operational efficiencies.
• Lead transformation initiatives including straight-through processing (STP), workflow automation, and paperless operations.
• Establish scalable operating models to support business expansion and new product launches.

Regulatory Compliance & Governance

• Ensure full compliance with CBUAE regulations, including requirements related to operational risk management, outsourcing & third party risk, payment systems & WPS frameworks and consumer protection and conduct standards.
• Establish a strong controls framework covering financial and non-financial risks across all operations.
• Oversee Risk & Control Self-Assessments (RCSA) and ensure effective mitigation plans.
• Ensure timely closure of audit, compliance, and regulatory observations with minimal repeat findings.
• Maintain high standards of record keeping, reporting accuracy, and regulatory readiness.

Operational Excellence & Service Delivery

• Drive operational excellence across all units with clearly defined SLAs and Turnaround Times (TATs).
• Implement data driven performance management dashboards for real-time monitoring of productivity, service quality, and risk indicators.
• Ensure zero tolerance for reconciliation breaks and operational backlogs.
• Oversee critical operations including cards processing, WPS, trade finance, and treasury operations ensuring accuracy and timeliness.

Digital, Data & AI Enablement

• Embed AI and advanced analytics to enhance decision making, fraud detection, exception handling, and predictive operations.
• Implement intelligent automation solutions (RPA, OCR, workflow engines) to reduce manual intervention and errors.
• Leverage data governance frameworks to ensure data quality, integrity, and secure usage.
• Partner with Technology and Data teams to build API driven, scalable, and cloud enabled operational platforms.
• Drive adoption of customer-centric digital journeys across onboarding, servicing, and collections processes.

Risk Management & Operational Resilience

• Strengthen operational risk frameworks, including incident management, business continuity (BCP), and disaster recovery (DR).
• Ensure resilience of operations in line with regulatory expectations and business continuity standards.
• Monitor key risk indicators (KRIs) and implement proactive risk mitigation strategies.

Financial & Performance Management

• Develop and manage the operations budget, ensuring cost optimization through automation and process efficiency.
• Define and cascade KPIs aligned with strategic objectives, operational efficiency, and risk management.
• Drive productivity improvements and cost-to-income optimization across operations.

Stakeholder & Vendor Management

• Engage effectively with internal stakeholders, regulators, and external partners.
• Oversee third-party service providers ensuring CBUAE outsourcing compliance, SLA adherence, and performance governance.
• Lead initiatives related to CBUAE payment systems enhancements and integrations.

People Leadership & Culture

• Build and lead a high-performing, digitally enabled operations function, fostering a culture of innovation, efficiency, and continuous improvement.
• Lead talent development, succession planning, and capability building in digital and AI competencies.
• Act as a change leader, driving adoption of new technologies and ways of working.

Key Competencies

• Deep understanding of CBUAE regulatory frameworks
• Operational excellence & large-scale transformation
• AI, automation, and digital innovation mindset
• Strong risk management and governance expertise
• Strategic leadership and execution
• Stakeholder and regulatory engagement

Qualifications & Experience

• Bachelor’s degree in Finance, Business Administration, or related field (Master’s preferred).
• 15–20 years of experience in banking/financial services operations.
• Strong experience in CBUAE regulated environments and regulatory compliance frameworks.
• Proven track record in operations transformation, automation, and digital initiatives.
• Experience across Retail Assets, Trade Finance, Treasury Operations, and Payments.
• Background in audit, risk management, and policy development is highly desirable.