Head Of Operations - Financial Services - Al-Futtaim Automotive - Dubai
Al Futtaim Private Company LLC, United Arab Emirates
Job Description
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Job Title: Head of Operations – Financial Services
Division: Automotive
Business Unit: Al Futtaim Finance
Location: UAE, Dubai
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: 3-5
Total: 35 approx.
Role Responsibilities
Strategy, 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
TAT’s and SLAs
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
Day to Day 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
Leadership, Mentoring & Coaching
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
Cost Optimization
Manage continuous cost and efficiency improvements for Financial Services Operations, in direct and indirect cost categories
Control Sales budget and optimize expenses
Job Specification
Candidate Profile
University graduate with over 7 years of experience in Financial Services and Automotive of which at least 3 years should be as a head of a business unit with significant people responsibility
Languages: Fluent English, Arabic is beneficial
Qualified project management specialist; familiarity with Agile methodology preferred
Substantial experience in bank or financial service operations/ back office / credit operations
Technology savvy and up-to-date with fintech and automotive finance innovation, and technologies to streamline processes. Preferably some experience in a process-oriented role or lean six sigma
Understanding of car sales, finance, insurance and other value add products
Behavioral Competencies:
Influence over authority
Collaboration over contract
Outcome over task
Responsiveness over rigidity
Inspiration over direction
Learning over perfection
People over process
Matrix over function
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