Head of Banking Operations

GXBank; Petaling Jaya; On-site; MYR 350,000 - 550,000; Full time

Job summary

GXBank, Malaysia's first digital bank, seeks a Head of Banking Operations to shape scalable, compliant, customer-centric operations. You will lead large teams, drive transformation, and partner with Product, AML, and CX teams to optimize end-to-end processes.

Ideal candidate brings extensive banking ops experience, strategic mindset, and a track record of delivering results in a fast-moving digital environment.

Qualifications

• 15+ years in banking operations, with 10+ years leading large teams.
• Exceptional communication, analytical and problem-solving skills.
• Agile professional thriving in a fast-paced digital environment.
• Meticulous, self-driven, highly motivated with a can-do spirit.

Responsibilities

• Oversee day-to-day operations aligned with GXBank's strategic vision.
• Coach Team Leaders to drive performance and growth.
• Ensure SOPs and SLAs are met; document errors and incidents.
• Collaborate with AML, Fraud, and Customer Experience to resolve escalations.
• Partner with Product Owners and Business Heads to design efficient workflows.
• Drive digital transformation by identifying pain points and implementing improvements.

Skills

Leadership

Communication

Analytical thinking

Problem-solving

Agility

Independence

Job description

Who We Are

GXBank is the FIRST digital bank in Malaysia approved by Bank Negara Malaysia (BNM). Backed by Grab, our mission is simple yet powerful: to leverage cutting-edge technology to serve the unserved and underserved—the everyday Malaysians and MSMEs who need it most.

We are a team driven by passion, innovation, and a shared purpose to redefine the financial landscape. If you’re tired of legacy systems and want to build something that truly matters, you belong here.

The Role

As our Head of Banking Operations, you’ll play a pivotal role in shaping the future of digital banking operations. This role requires a strategic mindset to drive operational excellence, ensuring our digital bank delivers seamless, compliant, and customer‑centric services at scale.

What You’ll Be Doing:

a) Strategic Leadership & Coaching

• Provide high‑level oversight of day‑to‑day operational activities, ensuring alignment with the Bank’s strategic vision.

• Guide, mentor, and coach Team Leaders within Banking Operations to foster a culture of high performance and continuous growth.

b) Operational Excellence & Compliance

• Guarantee that all assigned cases are processed in strict accordance with operational manuals and SOPs, consistently meeting or exceeding established SLAs.

• Uphold the highest standards of regulatory compliance and internal banking protocols across all processes.

• Ensure robust documentation and immediate escalation of all errors or incidents to maintain operational integrity.

c) Cross-Functional Collaboration & Innovation

• Partner with Product owners, Business Heads, and stakeholders to design, review, and implement efficient operational workflows.

• Drive digital transformation by identifying pain points and leveraging operational insights to recommend and implement process enhancements.

• Coordinate with AML, Fraud Operations, and Customer Experience teams to resolve complex queries and escalations effectively.

Who We Are Looking For:

• Minimum 15 years of related experience in banking operations with minimum 10 years’ experience in managing large‑scale teams, with a track record of driving results through others.

• Exceptional communication, analytical, and problem‑solving skills, with the ability to lead with confidence.

• An agile professional capable of thriving in a fast‑paced, high‑pressure digital environment.

• Meticulous, self‑driven, and highly motivated, possessing a positive “can‑do” spirit and the ability to work independently.