AVP, Operations.Business Support.Operations

JOB PURPOSE

The Operations Manager supports the Country head/ HOBS / Group head of operations in overseeing the end‑to‑end operational performance of the Kuwait Branch. The role ensures robust operational governance, efficient service delivery, regulatory compliance, and a strong internal control environment.

Key responsibilities include:

• Managing day‑to‑day operational activities to ensure accuracy, service quality, and compliance.
• Maintaining an effective operational structure that supports business growth, optimizes cost efficiency, and minimizes operational risk.
• Implementing operational risk management and control frameworks in alignment with Group policies and CBK regulations.
• Supporting the development and execution of operational strategies and team objectives aligned with the wider business plan.
• Identifying process improvement opportunities and driving enhancements to strengthen service delivery, customer experience, and internal productivity.
• Ensuring full adherence to risk management guidelines, audit requirements, and internal control standards across operations.
• Coordinating with internal and external stakeholders, including the Central Bank of Kuwait, to support reporting, system, and control requirements under the direction of the Head of Business Support and or country head.KEY RESULT AREAS:

A. Operational Governance & Policy Implementation

• Support consistent implementation of the Bank’s operational policies within the Kuwait Branch.

• Strengthen internal control frameworks to reduce operational risk, prevent fraudulent activity, and minimize losses due to staff errors or control gaps.

• Ensure timely adherence to audit recommendations and ongoing improvements in audit ratings.

B. Branch Operations Management

• Oversee daily branch operations, ensuring compliance with all approved procedures, turnaround standards, and quality benchmarks.

• Monitor regulatory compliance and escalate exceptions or gaps to the Head of Business Support promptly.

• Ensure smooth functioning of all operational units and alignment with Group standards.

C. Process Review & Optimization

• Review existing workflows and recommend enhancements that simplify processes, improve cost efficiency, and strengthen internal controls.

• Support implementation of approved process improvements, automation initiatives, and system upgrades.

D. Productivity & Resource Management

• Monitor productivity metrics and operational KPIs to drive efficiency and service excellence.

• Recommend optimal staffing models and ensure resource allocation matches business and service needs.

• Identify and act on opportunities to enhance customer satisfaction through improved operational delivery.

E. Training & Staff Development

• Work with Branch Management to identify operational skill gaps and training requirements.

• Coordinate with the Training Department to deliver relevant programs to build branch operational capabilities.

• Support staff development initiatives that strengthen accuracy, control mindset, and service quality.

F. Compliance & Risk Management

• Ensure full compliance with internal policies, CBK regulations, and regulatory reporting standards.

• Facilitate execution of AML, KYC, sanctions screening, and financial crime prevention controls within operational timelines.

• Monitor AML workflows to ensure timely, accurate reporting and mitigate financial crime risks.

• Identify compliance gaps and work with branch leadership to implement corrective actions.

G. Regulatory & Operational Projects

• Support execution of regulatory initiatives and ensure timely delivery of CBK‑mandated changes.

• Coordinate cross-functionally to deliver operational requirements for new regulations, system enhancements, and control frameworks.

• Identify risks associated with regulatory changes and ensure mitigation plans are implemented

• Evaluate process impacts of regulatory requirements and ensure compliance is integrated without compromising efficiency.

KNOWLEDGE, SKILLS AND EXPERIENCE

• Comprehensive understanding of banking laws, regulatory requirements, and industry best practices, including operational risk, compliance standards, and governance frameworks.

• Proven ability to lead and manage teams effectively in a fast‑paced, multi‑tasking operational environment, ensuring high performance and service excellence.

• Strong command of operational policies, procedures, and internal control frameworks, with the ability to implement and reinforce process discipline across units.

• Broad familiarity with core banking products, services, and key functional areas, including retail, corporate, treasury, and support operations.

• Excellent verbal and written communication skills, with the ability to present information clearly, escalate issues appropriately, and engage with stakeholders at all levels.

• Demonstrated resilience under pressure, with the capability to manage tight deadlines, operational disruptions, and evolving priorities.

• Proactive and self‑driven, with a strong aptitude for identifying opportunities to improve processes, automate workflows, and enhance efficiency across operations.

• Solid working knowledge of process design, workflow optimization, and banking systems, with the ability to support transformation initiatives and operational enhancements.