Head of Operations

About the role

The Head of Operations will lead the Service Delivery & Operations department, overseeing branch, agent network, and cross‑functional coordination to ensure high service standards and operational performance across Myanmar. This senior role reports to the CEO/Deputy CEO and drives strategic operational initiatives.

Key responsibilities

• Coordinate operational requirements and service changes with the Pension Department and government stakeholders.
• Oversee enrollment, branch operations, and agent network performance across Mandalay, Naypyitaw, and Yangon.
• Establish and monitor department‑wide KPIs, SLAs, and operational performance reports.
• Ensure compliance with internal controls, regulatory requirements, and risk management processes.
• Lead cross‑functional collaboration with Finance, Risk & Compliance, IT, Marketing, HR, and Administration.
• Provide strategic direction, staffing, and resource planning for the entire operations function.

Required profile

• Bachelor’s degree in Business Administration, Finance, Economics, Management or related field (Master’s preferred).
• 8–12 years of experience in Operations, Banking, Micro‑finance, FinTech or Digital Payment services.
• Minimum 5 years in a senior leadership or management role overseeing multi‑location teams.
• Proven experience managing branches, agent networks, and geographically distributed operations.
• Strong background in risk, compliance, and operational performance management.