Emirates NBD
Head of Operations Integration
- Permanent
- Dubai, United Arab Emirates
- Experience 15 - 20 yrs
Job expiry date: 09/12/2026
Job overview
Date posted
25/10/2026
Location
Dubai, United Arab Emirates
Salary
AED 50,000 - 60,000 per month
Compensation
Comprehensive package + relocation
Experience
15 - 20 yrs
Seniority
Director
Qualification
Bachelors degree
Expiration date
09/12/2026
Job description
Within Emirates NBD's enterprise integration programme, coordinated by Group Strategy, this Head of Operations Integration represents Group Operations and reports progress to the Head of Integration on bringing RBL Operations into the group. Accountability runs end to end, from the Operations target operating model and centralisation to capacity and workforce alignment, controls, productivity and post-cutover stabilisation. Agreed integration objectives become detailed migration plans, process inventories, readiness checklists and cutover steps. Transaction processing, account maintenance, card operations, loan operations and service fulfilment are among the activities moving into the operations centre. Day-to-day operations have to stay safe and stable throughout, so volumes, ageing, backlogs, exceptions and SLAs are reviewed in daily and weekly forums. First-line controls, maker-checker requirements and quality sampling are embedded as processes move. Efficiency, capacity utilisation and productivity targets arising from the migration are yours to deliver, which means testing staffing and volume assumptions and stepping in when targets slip. Candidates need 18+ years of experience, including 10+ in banking back-office operations and 5+ leading operations migration, centralisation or service centre transformation, with merger and acquisition integration experience a must. PMP or PRINCE2 is required, while an MBA, Lean Six Sigma and a consultancy background are preferred.
Required skills
Key responsibilities
- Turn approved integration scope into detailed operations migration plans, process inventories and readiness checklists
- Specify processing readiness criteria, cutover steps, hand-off points and stabilisation controls
- Enforce daily execution discipline across operations teams, including queue tracking, backlog closure and action follow-up
- Verify that process-level migration plans define ownership, controls, maker-checker requirements and service impacts
- Lead the migration of transaction processing, account maintenance, card operations, loan operations and service fulfilment into the operations centre
- Scrutinise daily volumes, ageing, backlogs, exceptions and productivity across migrated processes
- Equip operating teams with training on procedures, hand-offs, escalation paths and quality checks
- Clear processing breaks, pending items, rejected cases and operational bottlenecks
- Gauge customer impact through service-level and complaint-linked trends
- Unify migrated operating procedures, checklists, hand-offs and service routines across the operations centre
- Embed first-line controls, maker-checker requirements, quality sampling and exception approval steps
- Investigate control breaks, processing errors, repeat queries and rework drivers
- Rebalance workloads, optimise resources and remove duplicate processing steps
- Chair daily and weekly operations review forums on volumes, SLAs, backlogs, exceptions and control breaks
- Manage relationships with operations centre heads, processing leads and service fulfilment teams
- Settle operational conflicts, capacity constraints, aged queues and recurring processing issues
- Supervise stabilisation plans for migrated processes after cutover
- Secure agreed service levels, productivity benchmarks and quality standards
- Prioritise improvement actions that cut processing delays, rework and exceptions
- Streamline procedures, hand-offs, checklists and queue ownership where inefficiencies appear
Experience & skills
- Hold a Bachelor's degree in Business, Operations Management, Finance or a related discipline
- Bring 18+ years of experience, including 10+ years in banking or financial services back-office operations and 5+ years leading operations migration, centralisation or service centre transformation
- Demonstrate merger and acquisition integration experience (mandatory)
- Show retail banking operations experience across account maintenance, cards, loans, liabilities, service fulfilment, reconciliations, document processing and exception management
- Possess PMP or PRINCE2 certification
- Apply process mapping, control design, workload planning and productivity tracking in hands-on delivery
- Solve operational problems using strong analytical and numerical skills
- Govern operations delivery and service-level performance with discipline
- Have an MBA (preferred)
- Carry an operations excellence, Lean or Lean Six Sigma certification (preferred)
- Offer a consultancy background (preferred)