Deputy Chief Operating Officer

Partner with the COO and Executive Management Team to define and execute the Banks 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.

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.

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 Banks 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.

Define and lead the Banks 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.

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 Banks 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.

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.

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