HEAD OF OPERATIONS

1. POSITION PURPOSE

Support the Chief Operating Officer (COO) in developing and implementing business plans aligned with the organisation's operational strategy and business objectives. Drive initiatives to foster sustainable growth, oversee key functions to ensure seamless financial transactions, enhance customer experience, and ensure regulatory compliance. Collaborate with cross-functional teams to optimise overall organisational performance.

2. ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assist the COO in overseeing and managing Operations and assigned hierarchical units.
• Provide leadership and direction to assigned departments.
• Assist the COO in developing and implementing operational/business plans, policies, and procedures, to meet regulatory requirements and industry standards.
• Translate strategy into actionable goals for performance and growth.
• Foster collaboration with internal and external stakeholders for integrated operations.
• Assess operational risks, implement mitigation strategies, and establish controls for financial transactions and data integrity.
• Work with department leaders to develop and execute strategic plans focusing on customer satisfaction, operational excellence, and business growth.
• Monitor key performance indicators and drive continuous improvement.
• Lead or participate in projects to enhance operational efficiency, capitalise on business opportunities, and ensure risk management.
• Oversee technology solutions implementation for process improvement.
• Provide regular reports and updates to the COO on prioritised areas and key initiatives.
• Mentor and motivate team members to ensure high performance at all levels, while developing a leadership pipeline for succession planning.
• Act as the point of contact for the Central Bank of the UAE in the absence of the COO.
• Assist in producing reports for the CEO and deputize for the COO as needed.
• Maintain trusted relationships with customers, clients, partners, and stakeholders.
• Undertake other projects as assigned by the COO.

3.  WHAT WE ARE LOOKING FOR

• Bachelor’s degree in Business Administration or relevant field; Master’s degree preferred
• Minimum of 15 years of experience in operations management preferably within financial services, remittance, or payment industry with large-scale operations
• Proven track record in process management and achieving measurable results
• In-depth knowledge of regulatory compliance and Central Bank of the UAE standards in the financial services sector
• Excellent leadership, communication, and interpersonal skills
• Demonstrated ability to manage and develop teams effectively
• Strong analytical and problem-solving abilities
• Upholds high professional ethics
• Ability to thrive in a fast-paced, dynamic environment