Head of Banking Operations

Fintech News; Petaling Jaya; On-site; MYR 250,000 - 410,000; Full time

Job summary

GXBank in Malaysia seeks a Head of Banking Operations to drive strategic leadership and operational excellence across all digital banking activities. You will oversee day-to-day operations, ensure strict regulatory compliance, and partner with Product, AML, and Fraud teams to deliver scalable, customer-centric services.

The ideal candidate brings 15+ years in banking operations, 10+ years in managing large teams, and strong stakeholder management skills to navigate a fast-paced digital

Qualifications

• 15+ years of banking operations experience
• 10+ years leading large teams and driving results
• Strong regulatory and risk management knowledge

Responsibilities

• Provide strategic leadership for banking operations and drive operational excellence
• Oversee day-to-day activities ensuring alignment with strategic vision and SLAs
• Coach and develop Team Leaders to achieve high performance and growth
• Ensure compliance with regulatory standards and internal banking protocols
• Collaborate with Product, AML, Fraud, and CX teams to optimize processes and resolve escalations

Skills

Strategic leadership

Team leadership

Regulatory compliance

Operational excellence

Stakeholder management

Communication

Agile methodology

Education

Bachelor's degree in Banking/Finance

MBA/PGDM

Tools

AML systems

Fraud monitoring tools

Regulatory reporting systems

Job description

Who We Are

GXBank is the

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

• 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.
• 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.
• 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.