Unit Head - Transformation & Operational Excellence

SUMMARY OF ROLE:
Lead and drive enterprise-wide transformation and process optimization initiatives across the Bank, focusing on enhancing operational efficiency, strengthening governance and controls, enabling digital innovation, and improving overall service delivery. The role ensures that transformation efforts are practical, measurable, and aligned with the Bank’s strategic objectives.

KEY RESPONSIBILITIES:
Enterprise Transformation Strategy & Execution
• Develop, refine, and oversee the execution of the Bank’s transformation roadmap, ensuring alignment with corporate strategy, regulatory requirements, and industry best practices.
• Lead cross-functional transformation initiatives that integrate digital innovation, process re-engineering, and operational excellence.
• Establish and institutionalize transformation frameworks, governance models, and methodologies to ensure consistency, scalability, and sustainability.
• Drive enterprise-wide synergies across business units to ensure transformation delivers measurable value and impact.

Process Optimization & Operational Excellence
• Conduct end-to-end reviews of critical banking processes to identify inefficiencies, control gaps, duplication, and manual dependencies.
• Redesign and standardize processes to enhance efficiency, accuracy, turnaround time (TAT), and service quality.
• Embed Lean, continuous improvement, and best-practice methodologies across the organization.
• Strengthen operational controls and accountability frameworks to reduce risk and improve performance

Transformation Execution & Delivery (Hands-on)
• Lead the implementation of transformation initiatives, ensuring practical and executable solutions.
• Work closely with Business, Operations, and Technology teams to embed changes into day-to-day operations.
• Ensure transformation initiatives move beyond design into sustainable execution and adoption.

Digitalization, Automation & Innovation
• Drive adoption of emerging technologies to enhance efficiency and customer experience.
• Identify and implement automation opportunities to reduce manual intervention and enable straight-through processing.
• Partner with IT and Digital teams to modernize platforms and transition from legacy systems to scalable digital solutions.
• Support the development of seamless omnichannel customer experiences to enhance engagement and competitiveness.

Performance Management & Impact Tracking
• Define and track KPIs related to operational efficiency, productivity, cost optimization, error rates, and service delivery.
• Establish reporting mechanisms to monitor transformation outcomes and ensure measurable business impact.
• Drive a performance-driven culture by linking transformation initiatives to tangible results.

Risk Management, Governance & Compliance
• Establish robust governance structures to monitor and control transformation initiatives.
• Ensure adherence to regulatory requirements, internal policies, and industry standards.
• Identify and mitigate transformation-related risks, including operational, regulatory, and cybersecurity risks.
• Promote a risk-aware transformation culture aligned with the Bank’s risk appetite.

Stakeholder Engagement & Change Management
• Engage and influence stakeholders across all levels to drive alignment and ownership.
• Lead change management efforts to ensure smooth adoption of new processes, systems, and operating models.
• Act as a key liaison between internal teams, external partners, regulators, and consultants.
• Challenge existing practices and drive accountability for continuous improvement.

Strategic Partnerships & Industry Engagement
• Manage vendor and partner relationships to support transformation and digital initiatives.
• Represent the Bank in industry forums, regulatory discussions, and innovation networks to stay ahead of market trends.

Continuous Improvement & Capability Building
• Foster a culture of continuous improvement, innovation, and operational excellence across the Bank.
• Continuously enhance personal knowledge and capabilities through learning, market insights, and project exposure.
• Support capability development across teams to sustain transformation and process excellence initiatives.

Business Control & Governance
• Ensure adherence to the bank's policies, regulatory requirements, and industry standards in all operational activities.

Self/People Development & Continuous Learning:
• Continually update oneself through knowledge acquisition, on-the-job training, or project involvement; advocate and support others to do the same.



Requirements

• Omani Nationals Only

• Bachelor’s degree in business, Finance, Engineering, or a related field.

• 10–15+ years in banking operations, process improvement, or transformation roles

• Strong hands-on experience in operations, process redesign, or operational excellence

• Experience in areas such as payments, cards, reconciliation, back office, or service operations is a strong advantage

• Certification in Lean Six Sigma (Black Belt or Master Black Belt) is highly desirable.

• Demonstrated experience in driving digital transformation projects, including RPA, AI, or workflow automation.