Operations Director – Role Profile
Executive Summary:
We are looking for a dynamic, client focus and process optimization driven person able to motivate and inspire a team of more than 350 colleagues.
The Operations director is in charge with the back-office activities for lending, payment, cash, markets & investment banking, onboarding and KYC, collections for PI & Micro, helpdesk. The teams are located in Bucharest in Brasov.
The role reports to the VP IT & Ops.
The Operations Director will play a critical role in steering a large organization towards a more agile, customer-centric, and efficient operational model through:
- Digital Transformation Leadership:
o Drives the adoption and integration of digital tools and technologies to improve operational efficiency.
o Oversees the implementation of automation and AI-driven processes to streamline workflows.
o Collaborates with IT and digital teams to ensure seamless integration of new technologies.
- Process Optimization:
o Leads initiatives to eliminate waste and improve process efficiency across the organization.
o Implements continuous improvement methodologies (e.g., Six Sigma, Kaizen) to enhance operational performance.
o Monitors and analyzes key performance indicators (KPIs) to identify areas for improvement.
- Customer Experience Enhancement:
o Utilizes digital platforms to enhance customer interactions and satisfaction.
o Ensures that operational processes are aligned with customer needs and expectations.
o Implements strategies to improve service delivery and reduce customer’s waiting times.
- Risk Management and Compliance:
o Ensures that digital and optimization processes comply with regulatory standards and risk management policies.
o Monitors operational risks related to new technologies and implement mitigation strategies.
o Collaborates with risk, legal & compliance teams to ensure the compliance with the regulatory standards
- Agile Project Management:
o Adopts agile methodologies to manage projects and initiatives efficiently.
o Fosters a culture of flexibility and rapid adaptation to changes in the business environment.
o Leads cross-functional teams in the development and implementation of new processes and technologies.
- Data-Driven Decision Making:
o Leverages data analytics to drive operational decisions and strategy development.
o Implements tools for real-time monitoring and reporting of operational metrics.
o Uses data insights to forecast trends and optimize resource allocation.
- Talent Development and Change Management:
o Develops training programs to enhance digital and optimization capabilities within the team.
o Leads change management efforts to ensure smooth transitions during process changes.
o Encourages a culture of innovation and continuous learning.
- Cost Efficiency:
o Focuses on cost reduction through efficiency improvements and technology investments.
o Evaluates the long-term financial impacts of digital and lean initiatives.
Key responsibilities:
- Organises, plans, prioritises & supervises the activity of the departments in subordination
- Coordinates the projects related to the coordinated applications (Contact Center, Debt Manager , APS & LoanApp, etc)
- Identifies the changes in the banking system & related to the impact technologies on operations identifying opportunities that could be implemented
- Keeps the team updated on the strategy, the new products and services and most important events related to the current activity
- Administers the existent resources and decides their allocation taking into consideration constant optimization and efficiency increase of the activity
- Organizes and coordinates the analysis of the change requirements and the development of the functional specifications (applications)
- Defines and implements strategic plans and specific objectives related to the coordinated processes
- Constantly monitors the achievement degree of the objectives for the departments in subordination
- Identifies and suggests individual and group training and development initiatives for the team
The activities covered by the area are:
• Cards and cash administration
• Transactions processing
• Retail credits processing and administration
• Corporate credits administration
• Garnishments
• Retail credits collection
Competencies:
- Strategic Thinking:
o Ability to develop and implement strategic plans that align with organizational goals.
o Strong problem-solving skills to address complex operational challenges.
- Technological Acumen:
o Deep understanding of digital technologies and their application in operational processes.
o Ability to leverage data analytics for informed decision-making.
- Leadership and People Management:
o Strong leadership skills to inspire and motivate teams.
o Competency in talent development and fostering a culture of innovation and continuous improvement.
- Customer Focus:
o Commitment to enhancing customer experience through operational excellence.
o Ability to align operations with customer needs and market trends.
- Communication and Collaboration:
o Excellent communication skills to convey complex ideas to diverse audiences.
o Strong collaboration skills to work effectively with other departments and external partners.
- Financial Acumen:
o Understanding of financial metrics and the ability to manage budgets effectively.
o Capability to assess the financial impact of operational decisions and initiatives.
