Head of Operations - Financial Services | Al-Futtaim Automotive | Dubai

Job Description

Role purpose:The Head of Operations will manage all aspects of the finance and insurance product transactions within Al-Futtaim Finance. This includes contract management and activation, disbursements and bookings, document management and archival, internal controls and quality checks. All these operations activities will cover our current and future finance products (including but not limited to leasing, lending, brokerage). The organizational setup will be streamlined and modernized under the leadership of the job holder to enable and promote matrix organization, as per rest of Al Futtaim Automotive. Growth mind-set, technological leadership, driving Agile ways of working and delivering best-in-class customer experience in the area of automotive finance and insurance are crucial for this position to establish a signature customer experience and high efficiencies. The Head of Operations will assume accountability in executing the operational aspects of the Automotive strategy, engage with all stakeholders both within and outside of AFF, and will be the subject matter expert.Number of Direct Reports: 3-5Total: 35 approx.?Role ResponsibilitiesStrategy, Planning & Execution

• Provide strategic guidance regarding market and technology trends in banking, automotive and fin-tech
• In collaboration with the senior management team, formulate strategies and implementation recommendations for operations and the interfaces to automotive and partner banks
• Drive the operational implementations the Group Automotive initiatives
• Review, identify, and propose modifications to existing processes and organizational setup to make them leaner and effective for both customers and stakeholders
• Promote a culture of innovation and continuous improvements
• Provide subject matter expertise in internal and Group projects

• Manage all middle and back office processes efficiently, to ensure maximum approvals and fastest TAT
• Monitor deal pipeline and interact with partner banks as the final point of escalation
• Communicate and report key indicators like approval rates and TAT performance
• Develop countermeasures and ensure accountability of teams and team members
• Develop and suggest changes in policies, processes, templates and SOP?s
• Define quality standards and ensure these are met and measured / audited
• Empower and enable operations team leaders to improve TAT and approval ratios
• Identify and coordinate training and qualification needs for processes, products, campaigns, credit and other relevant areas
• Establish compliance standards for operations

• Ensure all processes are established, well documented and regularly audited
• Develop and maintain all product and campaign related documentation
• Ensure that pricing relevant information is handled correctly in the system
• Ensure performance of all application and contract related checks and verifications
• Establish internal controls for all operational risk relevant incidents
• Collaborate with all departments (sales, finance, credit, strategy, legal) to ensure we maintain optimal service and streamlined interactions

• Ensure succession plan is made and managed for all key roles
• Provide cross skilling and development opportunities for high performing talents
• Provide regular feedback and developmental opportunities
• Provide sufficient opportunities for staff to grow and develop, making use for project assignments, job shadowing and other similar opportunities
• Ensure that staff are well trained

• Manage continuous cost and efficiency improvements for Financial Services Operations, in direct and indirect cost categories
• Control Sales budget and optimize expenses

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