Operations Banking Manager

Job Description:

Job Objective

To lead and oversee the bank’s day-to-day operations, ensuring efficiency, accuracy, and strict compliance with regulatory requirements and internal policies. The role focuses on optimizing workflows, enhancing service quality, managing risks, and supporting the bank’s strategic objectives through strong leadership, innovation, and continuous improvement.

Key Responsibilities

1. Supervise and manage daily operations across all departments under the Operations Section, ensuring adherence to approved policies, procedures, and regulatory requirements.
2. Ensure that all tasks are completed within agreed Service Level Agreements (SLAs) to maintain the highest levels of internal and external customer satisfaction.
3. Monitor and control workflows across Payments, Cards, Central Vault, and related operational units, ensuring smooth and efficient performance.
4. Identify operational challenges, provide timely solutions, and implement preventive measures to ensure uninterrupted business continuity.
5. Develop, update, and implement banking operations policies and procedures in collaboration with relevant departments.
6. Oversee data accuracy, investigate operational errors, and coordinate with concerned teams for resolution.
7. Prepare and submit periodic reports on operational activities, risks, and performance trends to senior management.
8. Supervise staff performance, provide coaching and mentoring, and identify training needs to ensure continuous professional development.
9. Collaborate with Internal Audit, Compliance, and Risk Management units to ensure full adherence to their observations and recommendations.
10. Propose and implement initiatives to enhance operational performance, reduce costs, increase efficiency, and mitigate risks.
11. Actively participate in the development and enhancement of new banking systems, providing technical and operational input.
12. Ensure readiness and regular testing of Business Continuity Plans (BCP) and contingency measures across all units.
13. Liaise with regulatory bodies regarding operational matters and ensure timely and accurate responses to their inquiries.
14. Oversee the monitoring and achievement of Key Performance Indicators (KPIs), analyze variances, and drive corrective actions.
15. Lead continuous improvement projects, applying Lean and Six Sigma methodologies where relevant.
16. Coordinate closely with the IT Department to ensure stability, reliability, and security of banking systems used in operations.
17. Ensure accurate documentation, record-keeping, and archiving of operational activities in line with legal and internal requirements.
18. Provide strategic recommendations to senior management on improving operational infrastructure and elevating customer experience.
19. Represent the Operations Department in internal committees, cross-functional projects, and strategic initiatives.
20. Assess operational risks regularly, develop mitigation strategies, and monitor implementation.
21. Manage and evaluate external vendors providing operational services, ensuring compliance with contractual obligations and quality standards.
22. Develop and implement a structured succession plan for critical roles within the Operations Department.
23. Promote teamwork, collaboration, and knowledge sharing across operational units.

Foster a culture of accountability, transparency, and continuous learning within the Operations Section.

• Bachelor’s degree in Business Administration, Economics, Banking & Finance, or a related field (Master’s degree preferred).
• Minimum of 10 years of progressive banking experience, with at least 5 years in a managerial or supervisory role.
• Strong knowledge of banking systems, operational risk management, and regulatory compliance.
• Proven leadership, analytical, and problem-solving skills.
• Excellent communication skills in English and Arabic, both written and spoken.
• Advanced computer literacy and hands-on experience with core banking systems.
• Demonstrated ability to manage multiple priorities under pressure and deliver results.

• Work Location: HQ-Baghdad (Rusafa).
• Working Hours: From 8:00 AM to 3:00 PM, Sunday to Thursday.
• Health Insurance coverage is provided.
• Social Security coverage in accordance with applicable laws and regulations.