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Head of Digital Banking Operations

Hays Financial Markets
Closing date
9 Aug 2021

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Technology & New Media
Contract Type
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Head of Digital banking operations

Working for a prestigious overseas Bank you will direct and oversee the department's digital banking operations function relating to payment and customer operations
Maintain high operating standards to meet internal and external SLAs and provide a robust control environment to manage the risks of the bank.
You would be responsible for continuing to grow the team and the business

Main Duties of the Role -
  • Responsible for the set up and management of operations and customer service model for the digital bank
  • Responsible for cards management and digital mortgage operations
  • Responsible for performing operational RCSA and for maintaining strong operational controls
  • Responsible for identifying and escalating any SARs to second line
  • Forecast headcount requirements across the team based on customer volumes
  • Manage scoping of the operational development backlog with the technical teams for continuous improvement
  • Represent the Operations function as an integral part of the management team
    o Customer onboarding;
    o Ongoing customer due diligence;
    o Payments management;
    o Enquiry management; and complaints handling;
  • Project management and delivery for continuously improvement of the Operations function, including:
    o Requirements gathering;
    o Agile project scoping (Epics, Features, Stories);
    o Testing;
    o Risk identification; and control design and testing
  • Manage relationships with internal and external stakeholders - e.g. Financial Crime & Compliance, Risk, Finance, Card Scheme Providers, Third-Party Technology
    o Training; learning & Development;

    Key skills,
  • Tertiary educated to a Degree level (ideally in Banking, Finance, or related area)
  • Minimum of c. eight years' experience in Banking Operations with at least 5 years in a senior role in operations management
  • Essential to have considerable experience within a digital banking environment
  • Experience in digital onboarding and digital payments (familiar with tools and solutions that most digital banks typically use (i.e., ID&V providers like Onfido or Jumio, Salesforce as CRM, automated transaction monitoring rules and reporting like ComplyAdvantage, etc. etc.).
  • Card operations experience (both debit and credit)
  • Team management and motivation with experience managing direct reports
  • Customer support function management and experience desirable
  • Card and banking product knowledge
  • Visa and MasterCard payment scheme and processing experience highly desirable
  • Agile project management / delivery desirable
  • Experience in delivering technical products to a retail customer base
  • Strong technical skills across the banking technology ecosystem - e.g., core banking systems, payment gateways (FPS, BACS, CHAPS), customer screening, transaction screening, transaction monitoring, etc.
  • Experience with SWIFT is essential
  • Experience across any of the following applications is desirable: Mambu, ClearBank, Refinitiv World Check, ComplyAdvantage, and Salesforce
  • Experience across Microsoft365 productivity suite (Teams, Excel, Word, PPT)

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