Head of Backroom Operations

About the role

This strategic leadership position oversees the entire back‑office function for a banking organization, driving operational excellence, scalability and exceptional customer experiences while safeguarding financial integrity and regulatory compliance.

Key responsibilities

• Lead end‑to‑end back‑office operations, ensuring excellence, scalability and service quality across all processes.
• Develop and execute operating strategies that support business growth, customer experience goals and regulatory requirements.
• Build, coach and develop high‑performing teams, fostering a culture of accountability and continuous improvement.
• Establish governance frameworks, service standards, performance metrics and reporting mechanisms.
• Oversee reconciliation, billing and settlement processes, ensuring timely and accurate accounting.
• Manage operational controls, exception handling, ageing items and break‑resolution processes.
• Drive automation and process optimisation initiatives to improve accuracy, efficiency and control effectiveness.
• Lead fulfilment and post‑sales servicing activities, enhancing turnaround times and customer satisfaction.
• Oversee transaction adjustments, investigations, disputes and resolution processes, ensuring timely escalation and reporting.
• Partner with Risk, Compliance, Customer Experience, Fraud, Finance, Product and Technology teams to strengthen operational integrity.
• Lead transformation initiatives focused on automation, digitisation and workflow optimisation.

Required profile

• Senior banking operations executive with deep expertise in reconciliation, settlement, fulfilment, post‑sales servicing and billing operations.
• Proven track record of building scalable, well‑controlled operational capabilities.
• Strong experience in operational controls, exception handling and risk mitigation.
• Demonstrated ability to lead large, cross‑functional teams and drive cultural change.
• Experience partnering with Risk, Compliance, Fraud, Finance and Technology functions.

Required skills