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 operating model. This role will be responsible for identifying, prioritizing, and delivering AI/ML, Generative AI, Agentic AI, RPA, and advanced analytics initiatives across the operations value chain. The successful candidate will re-engineer 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 holds full accountability for the transformation strategy, business case development, execution, and benefits realization to build an intelligent, scalable, and future-ready operations 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 functions for AI enablement, self-service, or full automation. Own a multi-year roadmap covering AI/ML, Generative AI, Agentic AI, RPA, intelligent workflow orchestration, and advanced analytics. Lead the shift from manual processing to predictive, intelligent workflows while establishing governance frameworks, OKRs, KPIs, and benefits tracking. Build business cases that reduce costs, improve capacity, and enhance the digital customer journey.

AI, ML, and Intelligent Automation
Manage the full lifecycle of AI/ML use cases within Operations, 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. Evaluate and deploy Agentic AI for autonomous workflows, while establishing responsible AI standards including explainability, bias monitoring, and human oversight. 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 before automation and develop business cases based on productivity, cost savings, and customer experience.

Operational Excellence and Zero-Touch Operations
Drive continuous improvement through Lean, Six Sigma, process mining, digitization, and intelligent automation. Foster a culture of straight-through processing and exception-based management by using AI to resolve operational exceptions. Monitor key operational metrics such as turnaround time, productivity, cost-to-serve, error rates, and customer experience. Design scalable operating models to support digital growth without proportional headcount increases. Standardize and simplify products, channels, and processes to prepare for AI and automation readiness.

Transformation Portfolio and Programme Management
Lead enterprise-wide transformation programs from concept through implementation, UAT, deployment, and optimization. Translate business challenges into scalable AI and technology-enabled solutions. Prioritize initiatives based on business value and feasibility, partnering with Technology, Digital, Data, Product, Risk, Compliance, and external vendors. Establish executive governance, maintain a prioritized portfolio, 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. Evaluate emerging technologies including Agentic AI, Generative AI, cloud-native platforms, and advanced analytics. Convert these technologies into scalable banking use cases and promote experimentation through pilots and sandbox testing. Manage strategic partnerships with fintechs, AI/ML providers, automation vendors, and cloud partners.

Stakeholder and Relationship Management
Build strong relationships with the C-Suite, Business Heads, Technology, Digital Banking, Product, Risk, Compliance, Finance, Audit, and external partners. Serve as the primary Operations representative for strategic technology and transformation initiatives. Present strategies, investment cases, and progress updates to Executive Management and committees. 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, risk frameworks, and information security standards. Embed controls, audit trails, and escalation mechanisms within automated processes. Establish governance for AI/ML validation, monitoring, and reassessment. Collaborate with Risk, Compliance, Internal Audit, and Information Security teams to safeguard operational resilience, data integrity, and regulatory compliance. Manage risks related to data privacy, cybersecurity, and third-party vendors.

Required Qualifications
Bachelor’s or Master’s degree in Computer Science, Information Technology, Data Science, Artificial Intelligence, Engineering, Business Administration, Finance, or related fields. A minimum of 15 years of relevant experience, preferably in banking, financial services, fintech, or technology-enabled financial operations. Proven leadership in Banking or Digital Operations with a strong track record of managing large-scale digital and operational transformation programs. Deep expertise in RPA, intelligent automation, process re-engineering, and operational excellence. Practical knowledge of AI, Machine Learning, and Generative AI applications in banking. Experience in program delivery, business case development, and working closely with technology teams.

Preferred Qualifications and Benefits
An MBA, MS, or relevant professional certifications in Artificial Intelligence, Machine Learning, Digital Transformation, Lean Six Sigma, RPA, Project/Program Management, or Cloud technologies are advantageous. Mobilink Bank offers an innovative and collaborative work environment focused on empowering millions through digital financial services. Joining this team provides a unique opportunity to lead transformative change and contribute to the future of banking in Pakistan.