Job Title: Chief Operating Officer (CEO) – Retail Banking
Location: Libya
Reports to: Board of Directors
Job Overview:
The Chief Operating Officer (COO) will oversee the day-to-day operational functions of the retail bank, ensuring efficiency, regulatory compliance, and service excellence. The COO will lead branch operations, digital banking, customer service, back-office processing, and operational risk functions while working closely with the CEO and executive team to implement the bank’s strategic vision.
Key Responsibilities:
- Operational Leadership:
- Oversee branch network operations, centralized processing, call centers, and digital channels.
- Drive operational efficiency and standardization across all retail banking operations.
- Develop and implement robust operational policies and procedures.
Strategy Execution:
- Support the CEO in executing the retail banking strategy, including expansion plans and digital transformation.
- Translate strategic objectives into operational plans and measurable KPIs.
Process Optimization & Technology:
- Identify opportunities for automation, digitization, and process re-engineering.
- Work closely with IT and digital teams to enhance digital banking platforms.
Customer Experience & Service Quality:
- Ensure consistent, high-quality customer experience across all service channels.
- Monitor customer feedback and implement continuous service improvements.
Regulatory Compliance & Risk Management:
- Ensure compliance with local regulatory requirements and internal risk frameworks.
- Collaborate with compliance, audit, and risk teams to mitigate operational risks.
People Management:
- Lead and mentor a large, cross-functional operations team.
- Promote a culture of accountability, performance, and innovation.
Candidate Profile:
- Minimum of 10 years' experience in banking, with at least 5 years in a senior operational leadership role.
- Strong track record in retail banking operations, preferably in a regulated GCC market.
- Deep understanding of digital banking, customer service platforms, and core banking systems.
- Proven ability to lead transformation initiatives and manage large teams.
- Excellent knowledge of banking regulations, operational risk, and compliance frameworks.
- Strong analytical, leadership, and stakeholder management skills.
Preferred Qualifications:
- Bachelor’s degree in Business, Finance, Operations, or a related field (MBA preferred).
- Certification in Lean Six Sigma or operational excellence is an advantage.
- CISI certification an added value
