Al Futtaim Jobs - Head Of Operations- Financial Services | Al-Futtaim Finance | Dubai, UAE (AE)

Job Title: Head of Operations- Financial Services

Company: Al- Futtaim Finance

Location: Dubai, UAE

 

Background:

• Al-Futtaim Finance (AFF), a wholly owned subsidiary company of the Al-Futtaim Group, is a regulated finance entity focused providing finance and insurance (F&I) solutions to retail and corporate customers across the automotive and real estate sectors.
• We are seeking an experienced and dynamic Head of Operations to join the business to support our ambitious growth strategy.

 

Job Description:

• The Head of Operations will manage all aspects of the finance and insurance transactions within Al-Futtaim Finance. The operations scope includes all processes in finance and insurance applications, credit decision workflow, contract generation and all live-time events of a customer contract. Operations services are segregated in lending ops, brokerage ops, contract management and customer service.
• The F&I brokerage setup will be streamlined and modernized under the leadership of the job holder. Technological leadership and best-in-class customer experience in the area of automotive finance and insurance are crucial for this position to establish a signature customer experience and high efficiencies.
• The Head of Operations will assume a leadership role in the captive finance project, engage with all stakeholders and will be the operations subject matter expert.

 

Key Responsibilities:

Create Lean Operations and Technology-

• Review, identify, and propose modifications to existing processes and organizational set-up
• Oversee and establish a continuous transformation in systems and process improvement
• Provide strategic guidance regarding technology trends in banking, fin-tech
• Formulate technological strategies and implementation recommendations for operations and the interfaces to automotive and partner banks
• Drive the implementation of the operations and captive finance strategy
• Advise AFF credit department and other AFF areas regarding workflow efficiencies and IT solutions

 

Brokerage Ops-

• Manage all middle and back office processes efficiently, to ensure maximum approvals and fastest TAT
• Monitor deal pipeline and interact with partner banks as the final point of escalation
• Communicate and report key indicators like approval rates and TAT performance
• Develop countermeasures and ensure accountability of teams and team members 
• Develop and suggest changes in credit policy, in regular meetings with banks to address areas for business improvement
• Define quality standards and ensure these are met and measured / audited
• Empower and enable operations team leaders to improve TAT and approval ratios
• Identify and coordinate training and qualification needs for processes, products, campaigns, credit and other relevant areas
• Establish compliance standards for operations

 

 

Lending Ops / Contract Management / Customer Care-

• Ensure all POS related processes are established and well documented
• Develop and maintain all product and campaign related documentation
• Ensure that pricing relevant information is handled correctly in the system
• Ensure performance of all application and contract related checks and verifications 
• Establish internal controls for all operational risk relevant incidents
• Manage all contract change and contract incidents in the contract management system via customer enquiry, customer portal or internal request
• Manage all in and outbound customer contacts and ensure that all AFF communication is fully embedded in all customer engagement center (CEC) activities (organization, workflow, system, digital)

 

Project Management-

• Lead all captive finance project activities including PMO
• Provide input into all sub projects
• Coordination of the project masterplan and consulting for sub project planning
• Oversee all project communication
• Manage PMO and sub project leaders
• Organize steering committees and other stakeholder engagements
• Liaise with Automotive PMO, EIT PMO and Group TMO functions

 

Leadership

• Effectively lead, manage and develop the operations teams by:

1. ensuring that staff are selected and trained to a competent level
2. providing sound leadership, coaching and motivation

 

• Ensuring direct reports provide their subordinate staff with the required level of leadership and coaching
• Coach and develop credit operations staff to demonstrate a commitment to high performance, personal accountability and collaborative relationships

 

Qualification Experience & Skills:

 

Education:

• University graduate with a bachelor’s degree in commerce/banking/IT
• Qualified project management specialist
• Strong analytics, action oriented and results driven
• Languages: Fluent English – Arabic is an advantage
• Effective in setting priorities and scheduling activities

Minimum Experience and Knowledge: 

• Minimum of 10 years’ experience in banking IT / Fintech in a retail / consumer banking environment
• Substantial experience in bank or financial service operations/ back office / credit operations 
• Proven leader and motivator
• Ability to communicate on all levels
• Experience in Automotive sector preferred

Job-Specific/Technical Skills required to complete the tasks:

• Technology savvy and up to date with fintech and automotive finance innovation, and technologies to streamline processes. Preferably some experience in a process-oriented role or lean six sigma.
• Understanding of car sales and F&I process

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