We are looking for an OPERATIONAL DIRECTOR FOR RETAIL BUSINESS at BKS BANK (BKS Mir Investitsiy), who systematically changes processes towards efficiency and service, works at the intersection of business, operations, and IT, with deep expertise in retail banking.

ABOUT THE ROLE

Managing the operational block of retail banking business: from designing customer journeys and business requirements to automation, industrial implementation, and quality control of service and regulatory requirements.

KEY TASKS

— Continuous operational support of retail products, efficiency of back- and middle-office, operational risks, and compliance. — Development of E2E processes: analysis, design, implementation, optimization. — Automation: business and functional requirements, UAT, change portfolio management. — Methodology and Master Data Management: regulations, requirements of the Central Bank and Ministry of Finance. — Support: operational and third line, incidents, claims, outsourcing. — Analytics: KPI, SLA, metrics, data-driven optimization. — Team: business engineers, methodologists, card middle office, delivery, call center. — Strategic digitalization projects. — Systematic implementation of AI.

PROCESS SCOPE

— Customer onboarding and servicing. — Issuance, servicing, and delivery of bank cards. — Settlements and payments (including cross-border). — Opening and servicing current accounts. — Deposit and savings products. — Bank service packages. — Loyalty programs. — Credit products.

OUR CANDIDATE REQUIREMENTS

Experience managing an operational/process department in a retail bank (change); Deep understanding of customer and operational processes for individuals; E2E processes; Optimization and automation; Tasking IT; AI/ML competencies; Methodology and regulatory framework; Cross-functional interaction; Building operational reporting, KPI/SLA; Change and team management; Knowledge of Bank of Russia regulations; Higher education.

WILL BE AN ADVANTAGE

Operational efficiency projects; Implementation of RBS/CRM, scoring, process platforms; Knowledge of CFT Core Banking System; AML/KYC and operational risks; Experience in large federal banks or fintech with developed retail operations.

SOFT SKILLS AND MANAGERIAL QUALITIES

— Innovation — the ability to propose and implement new approaches to operations and service. — Teamwork — building effective interaction with front office, back office, and IT. — Flexibility — rapid adaptation to changes in products, technologies, and regulations. — Multitasking — managing multiple projects and directions simultaneously. — Responsibility for results — focus on measurable indicators (deadlines, quality, SLA, NPS). — Strategic thinking with the readiness to "dive" into process details. — Strong communication and presentation skills, ability to negotiate at the top management level.