Chief Operating Officer

Job Description

The Chief Operating Officer (COO) leads the operational excellence and strategic execution across all business divisions of a digital-first microfinance bank, driving operational efficiency, technology integration, and sustainable growth initiatives. The role is responsible for overseeing day-to-day operations, implementing digital transformation strategies, optimizing business processes, and ensuring seamless coordination while maintaining the highest standards of customer service delivery.

The COO serves as the key operational partner to the Managing Director in achieving institutional objectives and fostering financial inclusion through innovative technology-enabled solutions.

• Provide strategic leadership and operational oversight across operational departments to ensure seamless execution of business strategies.
• Build and lead operational teams to develop and execute strategies aimed at achieving institutional targets, including operational efficiency metrics and performance goals.
• Oversee day-to-day banking operations, ensuring optimal service delivery, process optimization, and internal and external customer satisfaction across all touchpoints.
• Drive implementation of operational policies, procedures, and best practices to enhance productivity and minimize risks.
• Monitor and improve operational performance metrics, ensuring cost optimization while maintaining service quality standards.
• Work with business segment heads to enhance revenue generation, customer acquisition, and product penetration across corporate, retail, and HNI segments.
• Ensure adherence to operational risk management frameworks, internal controls, and regulatory compliance requirements.
• Lead digital transformation initiatives and technology integration to streamline operations and improve customer experience.
• Oversee branch network performance, operational infrastructure, and business continuity planning.
• Champion operational excellence through continuous improvement initiatives and process re-engineering.

Requirements