Mobilink Microfinance Bank Ltd. (MMBL) is seeking a Head of Intelligent Operations, Transformation & AI to lead the bank’s transition from traditional, manual operations toward an AI-first, data-driven and largely self-service operating model.

The successful candidate will lead the adoption of AI/ML, Generative AI, Agentic AI, RPA, intelligent automation and advanced analytics across banking operations while driving end-to-end process transformation, operational efficiency and digital readiness.

Key Responsibilities

Strategic Leadership & AI Transformation

• Develop and execute the Operations AI & Digital Transformation strategy.
• Build and manage a multi-year roadmap covering AI/ML, Generative AI, Agentic AI, RPA and intelligent workflows.
• Lead the transition from manual and rule-based processing toward intelligent, predictive and automated operations.
• Establish transformation governance, KPIs, OKRs and benefits-tracking frameworks.
• Identify and develop business cases for AI and automation initiatives.

AI, ML & Intelligent Automation

• Manage the complete AI/ML use-case lifecycle from identification and feasibility through implementation and benefits realization.
• Collaborate with Data, Analytics and Technology teams to implement AI and automation solutions.
• Promote responsible AI practices, including explainability, bias monitoring and human-in-the-loop controls.
• Lead an Automation Factory / Center of Excellence covering RPA, low-code/no-code, API integration and intelligent document processing.
• Re-engineer processes before automation to eliminate unnecessary steps, duplication and control gaps.

Operational Excellence

• Drive Lean, Six Sigma, process mining, digitization and automation initiatives.
• Promote Straight-Through Processing (STP), Zero-Touch Operations and exception-based management.
• Monitor operational KPIs including TAT, productivity, cost-to-serve, error rates, service quality and customer experience.
• Develop scalable operating models that support business growth without proportional increases in headcount.
• Standardize and simplify banking products, channels and operational processes.

Transformation & Program Management

• Lead enterprise-level transformation programs from planning through implementation, UAT, deployment and optimization.
• Translate business challenges into technology-enabled and AI-driven solutions.
• Manage transformation portfolios and prioritize initiatives based on business value.
• Collaborate with Technology, Digital, Data, Product, Risk, Compliance and external vendors.
• Provide executive-level reporting on transformation progress and benefits realization.

Digital Banking & Innovation

• Support digital account opening, digital lending, self-service banking and other digital propositions.
• Evaluate emerging technologies such as Agentic AI, Generative AI, intelligent workflow orchestration, cloud platforms and process mining.
• Develop strategic partnerships with Fintechs, AI/ML providers, automation vendors and technology partners.
• Promote experimentation through structured pilots, sandbox testing and rapid iteration.

Stakeholder Management

• Build relationships with C-Suite executives, Business Heads, Technology, Digital Banking, Product, Risk, Compliance, Finance and Audit teams.
• Represent Operations in strategic AI, technology and transformation initiatives.
• Present transformation strategies, investment cases, progress and benefits to senior management.
• Drive cross-functional alignment on AI and automation adoption.

Eligibility Criteria

Education:

• Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Artificial Intelligence, Engineering, Business Administration, Finance or a related field.
• MBA, MS or relevant professional qualifications will be an advantage.
• Certifications in AI, Machine Learning, Digital Transformation, Lean Six Sigma, RPA, Project/Program Management or Cloud are preferred.

Experience:

• 15+ years of relevant professional experience, preferably in banking, financial services, fintech or technology-enabled financial operations.

Required Skills

• Strong leadership experience in Banking Operations / Digital Operations.
• Proven experience leading enterprise-scale digital transformation programs.
• Hands-on understanding of AI, Machine Learning and Generative AI applications.
• Strong RPA and Intelligent Process Automation experience.
• Expertise in process re-engineering and operational excellence.
• Proven project and program management experience.
• Experience managing large transformation portfolios and cross-functional teams.
• Strong knowledge of banking products, processes, controls and regulatory requirements.
• Ability to work with technology teams to convert business requirements into scalable digital solutions.

About MMBL

Mobilink Microfinance Bank Ltd. (MMBL) provides banking services to millions of customers across Pakistan through a combination of traditional microfinance and mobile/digital banking technologies. Its services include savings, MSME loans, housing loans, remittances, utility bill and loan installment collections, mobile wallets, insurance, G2P, B2B and B2P payments.

MMBL focuses on innovation, entrepreneurship, teamwork, collaboration and customer-centric banking while supporting financial inclusion across Pakistan.

🔎 Source: Official Careers Portal
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