Head of Operations & Retail Assets Center

About This Role

Summary

The Head of Operations & Retail Assets Center is responsible for leading and transforming end-to-end operations across Central Operations, Retail Assets Center, Trade Finance, Treasury, Investments, and Securities Operations.

The role ensures full alignment with CBUAE regulatory expectations, strong governance, and operational resilience, while driving digital transformation through automation, data, and AI enabled capabilities to enhance efficiency, scalability, and customer experience.

Key Responsibilities

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.