MFSZ Head of Operations

Duties and Responsibilities

What you will lead
End-to-end operational delivery
Own the performance of the full operations function, including onboarding, transaction processing, settlements, and customer service delivery
Ensure consistent service excellence across branches, agents, contact centres, and digital channels
Strengthen operational resilience, including system reliability, incident management, and business continuity
Drive efficiency through continuous improvement, automation, and strong cost discipline
New-product delivery and innovation
Translate product concepts into live, scalable services with strong processes, controls, and customer journeys
Lead operational readiness for product launches, including training, channel enablement, and post-launch stabilisation
Deliver key strategic priorities, including digital banking rollout, loan product growth, and customer reactivation initiatives
Build a repeatable, high-quality approach to launching future products at scale
Sales delivery and commercial execution
Lead the sales delivery engine across branches, agents, contact centre, and digital platforms
Translate revenue strategy into actionable targets across channels and frontline teams
Drive customer acquisition and growth across retail, SME, and corporate segments
Oversee sales performance, incentives, and productivity to deliver measurable outcomes
Distribution network leadership
Own the performance and expansion of the branch and agent network
Ensure consistent operating standards, training, and frontline capability
Manage key partnerships across distribution and technology ecosystems
Leadership and culture
Build and lead high-performing, distributed teams across operations and sales delivery
Foster a performance culture grounded in accountability, customer focus, and operational excellence
Drive succession planning and long-term capability building within the function