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Retail Operations Function Head

The Retail Operations Function Head is responsible for driving the vision, strategy, and operational excellence of critical support functions, including Customer Service, Anti-Fraud, Loan Collections and Recovery, Customer Experience Officers, and Quality Assurance. This role demands expertise in building scalable operations processes, leading people, and implementing robust systems while ensuring performance and compliance standards. The ideal candidate embodies a combination of perfectionism and ambition to elevate operational effectiveness and customer experience.

Responsibilities

Build, develop, and manage high-performing teams across Customer Service, Anti-Fraud, Loan Collections, Customer Experience, and Quality Assurance.
Design and implement effective operational processes for core functions.
Collaborate with cross-functional teams to align operational initiatives with broader organizational goals.
Champion continuous improvement initiatives, leveraging Six Sigma methodologies and other best practices.
Identify and mitigate risks across operations, fraud management, and recovery processes.
Drive the adoption of systems and technologies to optimize operational workflows and ensure scalability.
Monitor and enhance team performance through KPIs and targeted interventions.
Ensure adherence to regulatory and compliance requirements.
Present insights and recommendations to senior management, supporting data-driven decision-making.

Requirements

Educational Background: Bachelor’s degree in Business, Finance, Operations, or related fields. Advanced degrees or certifications preferred.
Experience: At least 8 years of experience in operations management, with a proven track record in building processes, teams, and systems within the retail financial industry.
Key Attributes: Demonstrated perfectionism and ambitiousness in driving operational success.
Technical Proficiency: Experience with digital banking tools and operations platforms. Familiarity with process automation and analytics is a plus.
Certifications: Six Sigma certification preferred.

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