Head of Intelligent Operations, Transformation & AI

The Head of Intelligent Operations, Transformation & AI at Mobilink Microfinance Bank Ltd. (MMBL) will lead the bank’s evolution from traditional manual operations to an AI-first, data-driven, largely self-service model. This role is critical to supporting MMBL’s strategic transformation into a digital-ready retail bank. The incumbent will identify, prioritize, and implement AI/ML, Generative AI, Agentic AI, RPA, and advanced analytics use cases across key operational areas such as onboarding, payments, credit and collections, customer servicing, reconciliations, and compliance. The focus is on re-engineering processes end-to-end rather than automating existing inefficiencies. Full accountability for the transformation roadmap, business case development, execution, and benefits realization rests with this role, emphasizing measurable improvements in processing efficiency, turnaround times, cost-to-serve, control robustness, and customer experience. The ideal candidate combines deep banking operations expertise with hands-on AI and automation skills, alongside strong program leadership and stakeholder management capabilities.

Key Responsibilities

- Define and execute the Operations AI and Digital Transformation strategy aligned with MMBL’s vision to become a digital-first retail bank.
- Develop a multi-year roadmap incorporating AI/ML, Generative AI, Agentic AI, RPA, intelligent workflow orchestration, and advanced analytics across operations.
- Lead the transition from manual, rule-based processes to predictive, self-healing intelligent workflows with AI embedded as a core design principle.
- Establish governance frameworks, OKRs/KPIs, benefits tracking, and executive reporting for transformation initiatives.
- Own the end-to-end AI/ML lifecycle: opportunity identification, feasibility studies, business case development, pilot execution, scaled deployment, and benefits tracking.
- Collaborate with Data, Analytics, and Technology teams to deploy ML models, Generative AI (e.g., document intelligence, conversational AI), and Agentic AI for operational use cases.
- Set standards for responsible AI use, including explainability, bias monitoring, human-in-the-loop checkpoints, and model performance monitoring in partnership with Risk and Data Governance.
- Lead an Automation Factory/Center of Excellence covering RPA, low-code/no-code platforms, API integrations, and intelligent document processing.
- Drive process re-engineering to eliminate inefficiencies before automation, focusing on productivity, cost savings, turnaround time, error reduction, control strength, scalability, and customer experience.
- Promote operational excellence through Lean, Six Sigma, process mining, digitization, and automation initiatives, fostering a culture of straight-through processing (STP) and zero-touch operations.
- Manage operational KPIs and develop AI-assisted monitoring dashboards for predictive insights.
- Lead large-scale transformation programs from concept through deployment and post-implementation optimization, ensuring alignment with business priorities and stakeholder expectations.
- Partner with cross-functional teams and external vendors to deliver initiatives on scope, time, budget, and quality.
- Drive innovation by evaluating emerging technologies and fostering a culture of experimentation balanced with disciplined scaling.
- Build and maintain strong relationships with senior leadership, business units, technology partners, and external vendors, acting as the primary operations voice on AI and transformation matters.

Required Qualifications

- Bachelor’s or Master’s degree in Computer Science, Information Technology, Data Science, Artificial Intelligence, Engineering, Business Administration, Finance, or related fields.
- 15+ years of relevant professional experience, preferably in banking, financial services, fintech, or technology-enabled financial operations.
- Significant leadership experience in banking or digital operations.
- Proven track record of leading enterprise-scale digital transformation programs.
- Hands-on expertise in AI, Machine Learning, Generative AI, RPA, and Intelligent Process Automation.
- Strong background in process re-engineering and operational excellence methodologies.
- Experience managing large transformation portfolios and cross-functional teams.
- Deep understanding of banking products, processes, controls, and regulatory environments.
- Ability to collaborate effectively with technology teams to translate business requirements into scalable digital solutions.

Preferred Qualifications and Benefits

- Advanced degrees such as MBA or MS and relevant professional certifications in AI, Machine Learning, Digital Transformation, Lean Six Sigma, RPA, Project/Program Management, or Cloud technologies are advantageous.
- Opportunity to lead transformative change at a leading microfinance bank serving over 48 million registered users with a strong commitment to financial inclusion and innovation.
- Work in a dynamic environment that values innovation, entrepreneurship, teamwork, and a customer-centric approach.
- Play a key role in empowering millions with digital financial tools, contributing to the bank’s growth as a digital-ready institution.

This position is based at MMBL’s Head Office and offers a unique opportunity to shape the future of banking operations through cutting-edge AI and automation technologies.