Head of Intelligent Operations, Transformation & AI

Mobilink Bank is seeking a Senior Vice President to lead the transformation of its Branch Operations from traditional, manual processes to an AI-first, data-driven, and largely self-service model. This role is pivotal in identifying, prioritizing, and delivering AI/ML, Generative AI, Agentic AI, RPA, and advanced analytics initiatives across the operations value chain. The successful candidate will be responsible for re-engineering end-to-end processes to enhance straight-through processing, turnaround time, cost efficiency, control effectiveness, and customer experience. Reporting directly to the Chief Bank Operations Officer and based at the Head Office in Islamabad, this position carries full accountability for the transformation strategy, execution, and benefits realization to build an intelligent and scalable operating model.

Key Responsibilities

- Strategic Leadership and AI Transformation: Develop and implement the Operations AI and Digital Transformation strategy aligned with the bank’s digital roadmap. Translate digital ambitions into a capability plan, identifying AI-enabled, self-service, or fully automated functions. Lead a multi-year transformation roadmap encompassing AI/ML, Generative AI, Agentic AI, RPA, intelligent workflow orchestration, and advanced analytics. Establish governance structures, OKRs, KPIs, and benefits tracking mechanisms.

- AI, ML, and Intelligent Automation: Manage the full lifecycle of AI/ML use cases from identification to deployment and benefits tracking. Collaborate with Data, Analytics, and Technology teams to implement machine learning models and Generative AI solutions such as document intelligence and conversational AI. Build and lead an Automation Factory or Centre of Excellence focusing on RPA, low-code/no-code platforms, API integration, and intelligent document processing. Ensure processes are simplified and re-engineered before automation.

- Operational Excellence and Zero-Touch Operations: Drive continuous improvement using Lean, Six Sigma, process mining, digitization, and intelligent automation. Foster a culture of straight-through processing and exception-based management. Utilize AI to prioritize and resolve operational exceptions. Monitor key metrics including turnaround time, productivity, cost-to-serve, error rates, and customer experience. Design scalable operating models to support digital growth without proportional headcount increases.

- Transformation Portfolio and Programme Management: Lead enterprise-wide transformation programs from concept through deployment and post-implementation optimization. Prioritize initiatives based on business value and feasibility. Partner with Technology, Digital, Product, Risk, Compliance, and external vendors to ensure delivery within scope, timelines, and budgets. Maintain executive-level governance and report progress, risks, and benefits to senior management.

- Digital Banking Growth and Innovation: Collaborate with Business, Product, and Digital Banking teams to develop operating models for digital account opening, lending, and self-service propositions. Evaluate emerging technologies such as Agentic AI, cloud-native platforms, and process mining, converting them into scalable banking use cases. Promote experimentation through pilots and sandbox testing. Manage strategic partnerships with fintechs, AI/ML providers, and platform partners.

- Stakeholder and Relationship Management: Build strong relationships with C-suite executives, business heads, and cross-functional teams. Serve as the primary Operations representative for strategic technology and transformation initiatives. Present strategies, investment cases, and progress updates to executive management. Influence senior stakeholders to align on AI and automation priorities.

- Governance, Risk, and Regulatory Compliance: Ensure all initiatives comply with State Bank of Pakistan regulations, internal policies, and risk frameworks. Embed controls, audit trails, and escalation mechanisms within automated processes. Establish governance standards for AI/ML validation, monitoring, and reassessment. Coordinate with Risk, Compliance, Internal Audit, and Information Security teams to safeguard operational resilience, data integrity, and customer protection.

Required Qualifications

- Bachelor’s or Master’s degree in Computer Science, Information Technology, Data Science, Artificial Intelligence, Engineering, Business Administration, Finance, or related fields.
- Minimum 15 years of relevant experience, preferably in banking, financial services, fintech, or technology-enabled financial operations.
- Proven leadership experience in Banking or Digital Operations.
- Demonstrated success in leading enterprise-scale digital and operational transformation programs.
- Strong expertise in RPA, intelligent process automation, process re-engineering, and operational excellence.
- Practical knowledge of AI, Machine Learning, Generative AI, and their applications in banking operations.
- Experience managing large transformation portfolios and cross-functional teams.
- Solid understanding of banking products, operational processes, controls, and regulatory requirements.

Preferred Qualifications and Benefits

- Advanced degrees such as MBA or MS and professional certifications in AI, Machine Learning, Digital Transformation, Lean Six Sigma, RPA, Project/Programme Management, or Cloud technologies are advantageous.
- Opportunity to lead a high-impact transformation at a leading financial institution serving over 64 million registered users.
- Work in a dynamic environment committed to innovation, collaboration, and customer-centricity.
- Play a key role in driving financial inclusion through cutting-edge digital banking solutions.

Mobilink Bank offers a unique platform for a visionary leader passionate about leveraging emerging technologies to transform banking operations and deliver exceptional value to customers.