Deputy Chief Operating Officer

• Partner with the COO and Executive Management Team to define and execute the Bank’s operations strategy in alignment with its business growth and digital transformation priorities.
  

• Develop and implement target operating models across Payments, Transaction Banking and Corporate Operations.
  

• Review organizational structures, governance arrangements, decision rights and service delivery models across Head Office, centralized operations and the branch network.
  

• Build a scalable operating platform capable of supporting sustained growth in customers, products and transaction volumes.
  

• Contribute to operations workforce planning, investment prioritization, budgeting and resource allocation.
  

• Represent the COO in strategic committees, transformation forums and executive-level discussions where appropriate.
  

Payments and Transaction Operations

• Provide strategic and operational leadership across domestic and international payments, inter bank transfers, corporate payments, reconciliation, investigations and exception management.
  

• Ensure payment operations are delivered accurately, securely and within agreed service levels.
  

• Improve straight-through processing, automation rates and transaction turnaround times.
  

• Reduce manual intervention, operational errors, payment delays and reconciliation breaks.
  

• Strengthen the management of payment investigations, exceptions, customer complaints and operational losses.
  

• Partner with Technology, Product, Digital Banking and Business teams to enhance payment platforms and transaction capabilities.
  

• Ensure operational readiness and capacity for peak periods, major system changes, new product launches and unexpected disruptions.
  

• Maintain strong oversight of payment-related controls, regulatory obligations and operational resilience.
  

Corporate Banking Operations

• Lead the continued development of Corporate Operations, including account opening and maintenance, payments, cash management, trade-related services and transaction banking support.
  

• Simplify and standardize end-to-end corporate customer journeys, from onboarding and service setup through transaction execution and post-sales support.
  

• Improve onboarding turnaround time, service activation and operational responsiveness for corporate clients.
  

• Establish differentiated service models appropriate to the needs of large corporates, commercial banking clients and other priority segments.
  

• Strengthen the Bank’s ability to support complex, high-value and tailored corporate transactions.
  

• Work closely with Corporate Banking, Transaction Banking, Product, Risk and Compliance teams to balance commercial responsiveness with robust controls.
  

• Improve the overall client experience through greater process transparency, service consistency and operational accountability.
  

Operational Transformation and Excellence

• Define and lead the Bank’s Operational Excellence agenda across the operations function.
  

• Conduct end-to-end process reviews to identify bottlenecks, duplication, unnecessary controls, manual activities and non-value-adding work.
  

• Redesign critical processes to improve speed, quality, cost efficiency and customer outcomes.
  

• Apply relevant methodologies such as Lean, Six Sigma, process mining, business process management and continuous improvement.
  

• Develop and prioritize a portfolio of automation, digitization and process optimization initiatives.
  

• Drive the adoption of workflow platforms, OCR, RPA, APIs, artificial intelligence and other enabling technologies.
  

• Ensure transformation initiatives have clear business cases, accountable owners, delivery milestones and measurable benefits.
  

• Establish disciplined benefit tracking across productivity, cost savings, turnaround time, service quality and risk reduction.
  

• Embed a culture of continuous improvement and end-to-end process ownership across the operations organization.
  

Performance, Productivity and Service Management

• Establish a comprehensive operating performance framework covering service, quality, productivity, cost and risk.
  

• Develop management dashboards and performance reporting for the COO and Executive Management Team.
  

• Monitor key metrics, including transaction volumes, turnaround times, service-level achievement, error rates, backlog, cost per transaction and productivity per employee.
  

• Introduce stronger capacity planning, volume forecasting and workforce management disciplines.
  

• Lead initiatives to optimize the Bank’s operating cost base without compromising service quality or control effectiveness.
  

• Benchmark operational capabilities against leading domestic, regional and international banking practices.
  

• Ensure clear accountability for performance improvement across all operations teams.
  

Operational Risk, Controls and Resilience

• Maintain a strong and sustainable operational control environment across Payments and Corporate Operations.
  

• Partner with Operational Risk, Compliance, Internal Audit, Information Security and Technology Risk to ensure effective first-line controls.
  

• Identify emerging operational risks and ensure timely mitigation.
  

• Oversee incident management, root-cause analysis and corrective and preventive actions.
  

• Strengthen business continuity, disaster recovery and operational resilience capabilities.
  

• Ensure the operations function remains compliant with regulatory requirements, internal policies and relevant industry standards.
  

• Reduce overdue audit findings, recurring incidents and avoidable operational losses.
  

• Balance control effectiveness with process efficiency, avoiding unnecessary complexity and excessive approval layers.
  

Leadership and Organizational Development

• Lead, coach and develop senior operations leaders across Head Office and centralized operations.
  

• Build a high-performance leadership team with strong capabilities in banking operations, process management, data and technology.
  

• Develop succession plans for critical roles and strengthen the operations talent pipeline.
  

• Promote a culture of ownership, transparency, collaboration and customer orientation.
  

• Encourage fact-based decision-making and disciplined problem solving.
  

• Create an environment in which teams proactively identify operational issues and take accountability for sustainable resolution.
  

• Act as a credible and influential partner to Business, Technology, Risk, Compliance, Finance and other senior stakeholders
  

Requirements