Manager - Operations Integration

Manager -Operations Integration is responsible for leading the Operations integration workstream to ensure the effective transition of RBL operational activities into the Group Operations operating model. The role manages the end-to-end integration of back-office processes, servicing activities, fulfilment, reconciliations, settlements, exception handling, workflow queues, controls, reporting routines, and shared service activities, ensuring operational readiness, service continuity, process harmonization, risk mitigation, and post-migration stabilization. The role also coordinates with RBL Operations, ENBD Operations, Technology, Risk, Compliance, Products, and other stakeholders to resolve dependencies, govern migration execution, track integration milestones, and embed sustainable BAU operating practices across the integrated operations environment. Key Responsibilities: Develop, maintain, and govern the Operations integration plan covering scope, milestones, migration waves, readiness criteria, cutover approach, risks, dependencies, and decision points. Translate the overall enterprise integration strategy into an actionable Operations plan aligned to the Group Operations target operating model. Coordinate current-state and target-state assessments across servicing, fulfilment, reconciliations, settlements, disputes, complaints, exception handling, workflow queues, and support operations. Define future-state roles, responsibilities, SLAs, handoffs, control checkpoints, reporting routines, and governance cadence for integrated Operations. Provide management reporting and recommendations on integration sequencing, readiness, service continuity, productivity, capacity, and operational risk mitigation. Map end-to-end operational journeys, handoffs, queue ownership, maker-checker controls, reconciliation points, settlement routines, exception flows, and service escalation paths across RBL and ENBD. Harmonise SOPs, SLAs, approval matrices, operational controls, service standards, and reporting routines for activities moving into the integrated Operations model. Identify operational duplication, control gaps, manual touchpoints, process inefficiencies, and service risks, and define remediation actions with accountable owners. Coordinate with Technology, Risk, Compliance, Product, Customer Service, and Operations teams to ensure operational dependencies are resolved before migration. Maintain process migration playbooks, cutover checklists, runbooks, knowledge transfer plans, and post-migration stabilization routines. Monitor TAT, SLA adherence, error rates, service incidents, backlog ageing, customer impact, and control effectiveness throughout transition and stabilization. Plan and manage the migration of operational activities, back-office processes, shared services, servicing support, fulfilment, reconciliations, settlements, disputes, complaints, and exception handling into the target Operations model. Define migration waves, readiness gates, cutover activities, training requirements, knowledge transfer plans, resource assumptions, and stabilization success criteria. Track transition of people, processes, data, documentation, controls, queues, reporting, system access, and service routines to ensure BAU readiness. Coordinate operational cutover and hypercare activities, ensuring issues are logged, prioritized, resolved, and escalated through agreed governance forums. Monitor post-migration productivity, SLA performance, service quality, exception volumes, backlog, incidents, customer impact, and control adherence. Drive stabilization actions, root-cause resolution, process fixes, workforce alignment, automation opportunities, and operating discipline after migration. Establish and run Operations integration governance routines, workstream reviews, readiness forums, control checkpoints, and issue-escalation mechanisms. Manage day-to-day alignment across RBL Operations, ENBD Operations, Technology, Risk, Compliance, Finance, Products, Customer Service, Contact Centre, and service partners. Maintain RAID logs, migration trackers, decision logs, action registers, dependency trackers, readiness dashboards, and executive status packs. Prepare concise executive updates covering milestone progress, migration readiness, service impact, control status, key risks, unresolved issues, and required decisions. Facilitate working groups and management forums to resolve cross-functional dependencies, delivery blockers, policy exceptions, resource constraints, and cutover risks. Ensure integration governance discipline, evidence-based reporting, timely escalation, and closure of agreed actions within target timelines. Assess operational readiness across process design, SOPs, staffing, training, system access, data, reporting, controls, service continuity, and escalation arrangements. Convert operational gap findings into remediation plans, process improvements, automation requirements, workflow enha

Key Qualifications: 8+ years of experience with 3+ years in Banking or Financial Services and 1+ years leading large transformation or integration programs Bachelor’s degree in engineering, Computer Science, Information Systems or related discipline Retail & Corporate Banking products, Business Transformation, Digital Banking, RAID Management, Data Analysis, Power BI, Excel, Jira, MS Office Merger and acquisition integration (Preferred) Consultancy Background (Preferred) PMP / PRINCE2 Agile Certification (CSM / SAFe) Lean Six Sigma Must possess good analytical & numerical skills, Program Management, Executive Reporting, Stakeholder Management

Key Responsibilities: Develop and maintain integration roadmap and execution framework Conduct current-state and target-state assessments across business and support functions Define Target Operating Model and transition plans Identify integration opportunities, dependencies, and transformation priorities Support executive decision-making with business recommendations Map the current product approval processes which are running in RBL and gather and analyze the list of product backlog and enhancement items Pricing review & competition benchmarking Manage existing regulatory requirements which are running and currently in pipeline Analyze retail products, identify overlaps, recommend rationalization opportunities wherever possible Execute strategy campaigns, business cases with key focus on areas like identify revenue, cost and operational synergy opportunities Gather inputs on systems and platforms used by RBL currently to eliminate the duplication and conflict of interest Assess business, operations, and support functions across both organizations to identify integration and centralization opportunities. Drive consolidation of Operations, Customer Service, Contact Centre, Finance, HR, Procurement, Compliance, and other support functions. Standardize processes, policies, controls, and service delivery models across the merged entity. Conduct gap analysis and define target-state operating models to support integration objectives. Identify opportunities for process optimization, automation, cost reduction, and operational efficiency improvements. Support organizational restructuring, workforce alignment, and transition planning. Drive migration of activities to centralized platforms and shared service models. Track and realize operational, cost, and resource synergies arising from the merger. Coordinate cross-functional stakeholders to manage integration dependencies and ensure seamless execution. Monitor business continuity, operational readiness, and service stability throughout the integration lifecycle. Establish and maintain governance structures, Steering Committees, and reporting forums to support integration decision-making and program oversight. Manage relationships and alignment across Business, Operations, Technology, Risk, Compliance, Finance, HR, and external stakeholders. Consolidate business requirements, integration dependencies, risks, and key decisions across workstreams. Prepare executive dashboards, RAID logs, status reports, decision papers, governance packs, and portfolio MIS for leadership review. Track integration milestones, synergies, dependencies, and benefits realization against approved business cases. Facilitate governance reviews and executive forums to resolve cross-functional issues, conflicts, and delivery blockers. Ensure timely escalation and resolution of strategic, operational, regulatory, and technology risks impacting integration delivery. Monitor adherence to integration governance standards, reporting requirements, and program controls to ensure successful execution.