This senior-level position requires excellent knowledge of the financial sector, strong business acumen, advanced technical knowledge and excellent interpersonal skills.

The Head of Operations is responsible for the strategy, management, and execution of the Operations Department of the .MMCB
 
Duties include
•    Monitoring and managing the MMCB’s entire Operations Team (front end to back end)
•    Overseeing Operations functions and ensure constant alignment with company goals
•    Identifying significant success/ threat factors
•    Ensuring operations are compliant with Operational Policies & Procedures of the company; as well as Regulations issued by Central Bank of Myanmar
•    Implementing and documenting processes in accordance to governance to be put in place
•    Developing/enhancing and enforcing processes and tools that improve overall operational effectiveness
•    Business planning, financial analysis, budgeting and forecasting in regard to the operations team
•    Planning and managing execution of new projects related to operational aspect of the company
•    Leading the operational and service excellence programs aimed at improving operation team’s performance, increase clients/members satisfaction
•    Supervising a team of Operations executives, while working closely with management, internal and external stakeholders and vendors
•    Understand all operational processes including data uploads and other technical aspects of the application system in MMCB so that training and knowledge transfer can be done to new team members

Key Responsibilities
•    Focus on customer experience and satisfaction, lead the Operations team to handle key activities and functions delivered to our members and to the public
•    Improve processes and policies in support of the MMCB’s mission - specifically, support better management reporting, information flow and management, business process and organizational planning
•    Manage and increase the effectiveness and efficiency of the Customer Service (Customer Support, Training to members, Client Service), through improvements on each function as well as coordination and communication between support and business functions
•    Play a significant role in long-term planning, with the view to delivering operational excellence with high standard customer satisfaction
•    Implement, maintain and manage an effective system of controls and support from the Customer Service
•    Ensure that appropriate standards of conduct are established and complied with
•    Work closely with other teams to effectively implement and deliver the required services to members and the public 

Management Effectiveness 
•    Drive initiatives in the Operation team in the entire company that contribute to long-term operational excellence
•    Actively look for ways improvements can be made to the internal functions of Operations, define benefits of making changes and implementation

Essential skills & experience: 
•    Tertiary qualification in Business Management or/and in other appropriate discipline
•    At least five years of experiences in related field, experience in Banking and MFI is an advantage
•    Well-verse in Regulations issued by Central Bank of Myanmar
•    Experience in medium and large scale system development environment
•    Demonstrable experience and evidence of success in an information management role with multiple stakeholders
•    Experience in team management
•    Able to provide timeline and adhere to deadlines
•    Ability to think analytically
•    Excellent technical communications skills and documentation skills
•    Strong oral and written communication skills in English and the ability to interact effectively and collaboratively both internally and externally
•    Demonstrates the ability to take the initiative and pay close attention to details
•    Honesty, reliability, and a commitment to strict confidentiality