Job Title

Director – Retail Banking & Consumer Finance OperationsRole PurposeThe Director – Retail Banking & Consumer Finance Operations is accountable for end-to-end delivery, transformation, and governance of large-scale retail banking, consumer finance, and fraud operations from the GCC. The role partners with global business, risk, and technology leaders to deliver operational excellence, risk resilience, cost efficiency, and superior customer outcomes, while scaling the GCC’s strategic mandate.Scope of Operations (Portfolio Ownership)Retail Banking OperationsAccount opening, maintenance, and servicingCASA & deposits operationsPayments, clearing, settlements, and reconciliationsCustomer servicing, complaints, and service recoveryKYC, AML, and onboarding operationsConsumer Finance OperationsLoan origination and processing (personal loans, auto loans, credit cards, consumer lending)Credit underwriting support and decisioning operationsLoan booking, disbursements, and post-disbursement servicingCollections support, early delinquency, and recoveries operationsCustomer lifecycle management for consumer finance productsFraud OperationsTransaction monitoring and fraud detection (cards, payments, digital channels)Fraud investigations, case management, and loss recoveryCustomer authentication, disputes, and chargeback operationsFraud controls, rules management, and process enhancementsCollaboration with global Fraud Risk, Cyber, and Technology teamsKey ResponsibilitiesStrategic & GCC LeadershipOwn the GCC strategy for Retail Banking, Consumer Finance, and Fraud Operations, aligned with global business priorities.Scale the GCC from execution-focused to value-creating, including analytics, automation, and risk intelligence.Act as a trusted partner to global Retail Banking, Consumer Lending, and Fraud Risk leaders.Operations & Service DeliveryDeliver stable, high-quality operations across multiple geographies and time zones.Ensure achievement of SLAs, KPIs, customer outcomes, and regulatory commitments.Drive standardisation, simplification, and re-engineering across processes.Transformation, Digitisation & AutomationLead large-scale process transformation, RPA, AI/ML-based fraud detection support, and workflow digitisation.Partner with Technology on core banking, lending platforms, fraud systems, and digital transformation programs.Deliver measurable improvements in cost-to-serve, productivity, fraud loss reduction, and cycle times.Risk, Controls & ComplianceOwn first-line operational risk for Retail, Consumer Finance, and Fraud operations within the GCC.Ensure strong controls, audit readiness, and timely closure of issues.Embed a risk-aware, customer-first, compliance-driven culture.People, Governance & Capability BuildingLead and develop large, multi-location teams across operations, controls, and transformation.Build leadership pipelines and succession for critical roles.Chair operations governance, transformation councils, and performance reviews.Key StakeholdersGlobal Retail Banking & Consumer Lending LeadershipFraud Risk, Financial Crime, and Cyber teamsTechnology, Digital, and Data platformsRisk, Compliance, Legal, and Internal AuditGCC Executive LeadershipExperience & QualificationsMandatory18–22+ years of experience in Retail Banking, Consumer Finance, and/or Fraud Operations within large global banks or NBFCs.Proven experience leading large-scale GCC or shared services operations.Strong understanding of consumer lending lifecycle, fraud risk, and regulatory frameworks.Track record of delivering operations transformation and productivity at scale.PreferredExperience supporting multi-country retail and consumer banking portfolios.Exposure to advanced fraud analytics, AI/ML-enabled detection, or digital lending platforms.MBA or equivalent postgraduate qualification.