Head of Operations – BRAC
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Reporting directly to the Chief Executive Officer (CEO), the Head of Operations drives business growth, borrower acquisition, product expansion, operational excellence, and governance integrity across the branch network.
The role works closely with the Head of Innovation & Customer Experience (CEX) to ensure successful deployment and adoption of new products, channels, digital solutions, and customer-centric initiatives. As a member of the Executive Management Team, the Head of Operations contributes to strategic decision-making, organisational performance, and stakeholder engagement.
Key Responsibilities:
1.Strategic Leadership and Business Growth
- Lead and manage the field management hierarchy to ensure disciplined execution of organisational strategy and growth objectives.
- Drive borrower acquisition, product rollout, market penetration, and portfolio expansion in line with strategic priorities.
- Develop and implement strategies that promote sustainable business growth, client retention, and social impact.
- Provide input into business planning, financial projections, and operational strategies in collaboration with the CFO and Executive Team.
- Lead the development and execution of the Annual Strategic Plan (ASP), operational plans, and business targets in collaboration with field leadership and the Executive Team.
2. Operations and Portfolio Management
- Ensure portfolio quality, operational efficiency, and adherence to approved credit methodologies.
- Strengthen field supervision models and operational controls to support sustainable growth.
- Monitor branch and regional performance through established KPIs, dashboards, and management information systems.
- Ensure timely implementation of corrective actions to address performance gaps.
3. Risk Management, Governance & Compliance
- Ensure effective management of operational risks, portfolio risks, and fraud prevention measures.
- Collaborate with Risk, Compliance, Internal Audit, and Legal functions to strengthen governance and transparency.
- Ensure timely resolution of audit findings and implementation of agreed management actions.
- Maintain strong oversight of internal controls across all field operations.
- Ensure compliance with client protection principles and responsible finance standards.
4. Innovation and Customer Experience
- Partner with the Head of Innovation & Customer Experience to successfully deploy new products, channels, and digital solutions.
- Ensure integration of social performance objectives into business operations, including financial inclusion, women’s empowerment, responsible finance, and client well-being initiatives.
- Collaborate with BRAC NGO and other partners to implement shared social impact programs
- Conduct regular field visits and engage directly with clients to assess service quality, customer satisfaction, and the impact of financial services.
- Lead operational readiness and field adoption of digital transformation initiatives, including core banking systems, mobile banking platforms, digital field applications, and management reporting systems.
5. People Leadership and Organisational Development
- Build high-performing leadership teams through coaching, mentoring, training, and succession planning.
- Foster a culture of accountability, collaboration, innovation, and performance excellence.
- Lead and inspire large, geographically dispersed teams to achieve organisational objectives.
- Oversee workforce planning, deployment, and succession management for field leadership positions to ensure optimal operational coverage and performance.
6. Stakeholder Engagement & External Representation
- Build and maintain strong relationships with regulators, investors, donors, development partners, and other key stakeholders.
- Represent the institution in industry forums, regulatory consultations, investor briefings, and external engagements.
- Enhance the organisation’s credibility, visibility, and influence within the financial inclusion sector.
7. Safeguarding Responsibilities:
- Establish a safeguarding culture by implementing the safeguarding policies, taking programme decisions with the do-no-harm principle, mitigating safeguarding risks and maintaining a safe working environment where staff feel encouraged to voice concerns without fear of retaliation.
- Ensure 100% of team members, partners and service providers have access to and receive mandatory training on the safeguarding policies and reporting channels.
- Introduce a mandatory safeguarding agenda in monthly meetings for continuous dialogue & reminders as part of creating a safeguarding culture.
- Report safeguarding incidents witnessed or experiences to the Safeguarding department. For known cases, maintain neutrality, be sensitive and non-judgemental to victims/survivors, and cooperate with organisational investigations providing accurate information as needed.
Academic Qualifications:
- Master’s in Business Administration/ Finance/ Economics/ Banking/ Management/ relevant discipline
Experience Requirements:
- Minimum of 10 years of progressive leadership experience in microfinance, retail banking, financial services, or financial inclusion.
- At least 5 years of experience managing large-scale field operations with direct accountability for growth and portfolio quality.
- Proven track record of scaling operations and delivering ambitious business growth outcomes.
Required Skills, Competencies & Knowledge:
Strategic & Business Competencies
- Growth Leadership – Ability to design and execute sustainable borrower acquisition and retention strategies.
- Strategic Execution – Ability to translate organisational ambitions into measurable results.
- Data-Driven Decision Making – Uses analytics, dashboards, and performance metrics to guide decisions.
Operational Competencies
- Field Operations Excellence – Proven ability to manage large, complex operational structures.
- Portfolio Quality Management – Maintains strong portfolio performance through disciplined risk management.
- Risk and Fraud Management – Establishes effective monitoring, early warning, and corrective action systems.
Leadership Competencies
- People Leadership – Inspires, coaches, develops, and retains high-performing teams.
- Change Leadership – Successfully leads transformation initiatives and organisational growth.
- Collaboration & Partnership – Works effectively across functions including Innovation, IT, Finance, HR, Risk, Compliance, and Audit.
- Stakeholder Management – Builds trust and credibility with internal and external stakeholders.
Client and Social Impact Competencies
- Client-Centric Mindset – Champions customer experience, financial inclusion, and social impact.
- Relationship Management – Builds strong, sustainable relationships with clients and partners.
- Commitment to Mission – Demonstrates passion for advancing financial inclusion and improving livelihoods.
Others:
- Sound understanding of regulatory frameworks governing microfinance and financial services.
- Demonstrated experience engaging with regulators, investors, donors, and strategic partners.
- Proven ability to manage audit findings and implement corrective actions.
- Strong understanding of financial planning, budgeting, forecasting, and operational cost management.
- Mobile and flexible mindset for international travel as required.
- Flexible to work from distant location.
- Possess high ethical and moral standards.