The Head of Intelligent Operations, Transformation & AI will own the bank’s shift from traditional, manual banking operations to an AI-first, data-driven and largely self-service operating model, in direct support of the bank’s strategic transformation into a digital-ready bank. The incumbent will identify, prioritise and deliver AI/ML, Generative AI, Agentic AI, RPA and advanced analytics use cases across the operations value chain, including onboarding, payments, credit and collections support, customer servicing, reconciliations and compliance operations, while re-engineering end-to-end processes rather than simply automating existing inefficiencies. The role carries full accountability for the transformation roadmap, business case, execution and post-implementation benefits realisation, with a focus on measurable improvements in straight-through processing (STP), turnaround time (TAT), cost-to-serve, control strength and customer experience. The ideal candidate combines strong banking operations expertise, hands-on AI/ML and automation capability, and the programme leadership and stakeholder influence needed to transform a legacy operating model into an intelligent, scalable and future-ready one.
Strategic Leadership — Digital-Ready Bank & AI Transformation
• Define and execute the Operations AI & Digital Transformation strategy, explicitly aligned to the bank’s roadmap for becoming a digital-first retail bank.
• Translate the bank’s digital-ready banking ambition into an Operations capability plan — identifying which operational functions must become AI-enabled, self-service or fully automated to support digital channels at scale.
• Build and own a multi-year roadmap spanning AI/ML, Generative AI, Agentic AI, RPA, intelligent workflow orchestration and advanced analytics across Operations.
• Lead the shift from manual, rule-based processing to predictive, self-healing and intelligent workflows, with AI embedded as a default design principle rather than an add-on.
• Establish transformation governance, OKRs/KPIs, a benefits-tracking framework and executive reporting cadence.
• Identify and business-case AI use cases that directly reduce cost-to-serve, expand capacity and improve the digital customer journey.
AI, ML & Intelligent Automation Ownership
• Own the end-to-end AI/ML use-case lifecycle within Operations: opportunity identification, feasibility, business case, model/solution selection, pilot, scaled deployment and benefits tracking.
• Partner with Data/Analytics and Technology to evaluate and deploy ML models, Generative AI (e.g., document intelligence, conversational AI, summarization) and Agentic AI (autonomous, multi-step workflow agents) for operational use cases.
• Set standards for responsible AI use in operations — explainability, bias monitoring, human-in-the-loop checkpoints, and model performance/drift monitoring — in partnership with Risk and Data Governance.
• Build and lead an Automation Factory / Center of Excellence covering RPA, low-code/no-code, API-based integration and intelligent document processing.
• Drive end-to-end process re-engineering ahead of automation — eliminating steps, duplication and control gaps rather than automating a broken process.
• Develop automation and AI business cases on FTE productivity, cost savings, TAT reduction, error/defect reduction, control strength, scalability and customer experience.
Operational Excellence & Zero-Touch Operations
• Drive continuous improvement via Lean, Six Sigma, process mining, digitization and automation across banking operations.
• Build a culture and operating discipline of STP, Zero-Touch Operations and exception-based management, with AI used to triage and resolve exceptions rather than route them to manual queues.
• Own operational KPIs — TAT, productivity, cost-to-serve, error rates, service quality, customer experience — and build predictive, AI-assisted monitoring dashboards.
• Design operating models that scale with digital-ready bank growth without proportional increases in headcount.
• Drive standardization and simplification of products, channels and operational processes to make them AI/automation-ready.
Transformation Portfolio & Program Management
• Lead large-scale, enterprise transformation programs from concept through implementation, UAT, deployment and post-implementation optimization.
• Translate business problems into AI- and technology-enabled solutions, sequencing initiatives for maximum business value.
• Partner with Technology, Digital, Data, Product, Risk and Compliance, and external technology/AI vendors, to deliver initiatives on scope, time, budget and quality.
• Establish executive-level project governance, manage a prioritized transformation portfolio, and report progress and benefits to senior management.
Digital-Ready Banking Growth & Innovation
• Partner with Business, Product and Digital Banking teams to design operating models that enable digital account opening, digital lending, self-service servicing and other digital-ready bank propositions.
• Evaluate emerging technologies — Agentic AI, Generative AI, intelligent workflow orchestration, cloud-native platforms, process mining and advanced analytics — and translate them into commercially viable banking use cases.
• Build a culture of experimentation — structured pilots, sandbox testing and fast iteration — balanced with disciplined scaling of what works.
• Develop and manage strategic partnerships with Fintechs, AI/ML solution providers, automation vendors and cloud/platform partners.
Stakeholder & Relationship Management
• Build strong working relationships with C-Suite, Business Heads, Technology, Digital Banking, Product, Risk, Compliance, Finance, Audit and external partners.
• Act as the primary Operations voice on strategic technology, AI and transformation initiatives.
• Present transformation strategy, investment cases, progress and benefits realization to Executive Management / Management Committees.
• Influence senior stakeholders and drive cross-functional alignment on the pace and sequencing of AI/automation adoption.
• Bachelor's/Master's degree in Computer Science, Information Technology, Data Science, Artificial Intelligence, Engineering, Business Administration, Finance or related discipline.
• MBA / MS / relevant professional qualifications would be an advantage.
• Relevant certifications in AI, Machine Learning, Digital Transformation, Lean Six Sigma, RPA, Project/Program Management or Cloud would be preferred.
• 15+ years of relevant professional experience, preferably within banking, financial services, fintech or technology-enabled financial operations.
Essential Skills:
• Significant leadership experience in Banking Operations / Digital Operations.
• Proven track record of leading enterprise-scale Digital Transformation programs.
• Hands-on understanding of AI, Machine Learning and Generative AI applications.
• Strong experience in RPA and Intelligent Process Automation.
• Experience in process re-engineering and operational excellence.
• Proven project/program delivery experience.
• Experience managing large transformation portfolios and cross-functional teams.
• Strong understanding of banking products, processes, controls and regulatory environment.
• Experience working with technology teams to convert business requirements into scalable digital solutions.
Job Locations:
Head Office
About MMBL:
Mobilink Microfinance Bank Ltd. is providing banking services to over 48 million registered users including 20+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 114 branches and 270,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion.
MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.
Why Join MMBL ?
This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavor.