Vice President – FinTech Banking Operations

Confidential; Pasig; On-site; PHP 9,000,000 - 18,000,000; Full time

Job summary

Confidential is seeking a Vice President – Banking Operations to lead strategic direction, governance, and end-to-end banking operations in a FinTech context. The role drives scale, risk controls, regulatory compliance, and technology-enabled transformation.

The successful candidate partners with Technology, Product, Risk, Compliance, Finance, and Customer Experience to translate business strategy into operational priorities, optimize onboarding and payments, and deliver measurable business

Qualifications

• Direct professional experience in a FinTech company or digital banking organization is required.
• Bachelor's degree in Business Administration, Banking/Finance, Engineering, or related field; MBA an advantage.
• At least 15 years of progressive experience in banking, financial services, payments, or FinTech operations.
• At least 7 years of leadership experience managing multiple teams or senior operational heads.
• Proven ability to develop and execute operational strategies in FinTech or digital banking.
• Strong knowledge of end-to-end banking operations including onboarding, KYC/KYB, payments, card operations, settlements.
• Solid understanding of Philippine banking regulations, BSP requirements, AML/CFT, data privacy, and consumer protection.

Responsibilities

• Define and lead the overall banking operations strategy aligned with business goals.
• Oversee end-to-end banking operations with focus on scalability, service integrity, and cost efficiency.
• Establish operating model, governance, standards, and performance management for growth.
• Translate strategic priorities into roadmaps, investments, and measurable outcomes.
• Advise executives on risks, capacity, and opportunities for differentiation.
• Lead readiness for new products, services, partnerships, and expansion initiatives.
• Drive governance, risk, and regulatory compliance across all operations.

Skills

Executive leadership

Banking operations

Regulatory compliance

Strategic planning

Risk management

Education

Bachelor's degree in Business Administration, Banking/Finance, or Engineering

Job description

Reporting to: Senior Executive - Operations & Technology

Employment Type: Full-time

Role Overview

We are seeking an accomplished Vice President – Banking Operations to lead the strategic direction, governance, and execution of the organization's end-to-end banking operations. This executive leadership role will be instrumental in building scalable operational capabilities, strengthening risk and control frameworks, and supporting the organization's continued growth and digital transformation.

The VP will oversee critical banking operations spanning customer onboarding, account servicing, payments, card operations, transaction management, reconciliations, and back-office support. The role will drive operational excellence, financial efficiency, service reliability, and regulatory compliance while ensuring that operational capabilities evolve in line with business expansion and customer expectations.

As a senior member of the leadership team, the successful candidate will partner closely with executive stakeholders across Technology, Product, Risk, Compliance, Finance, and Customer Experience to translate business strategy into operational priorities, strengthen organizational resilience, and deliver measurable business outcomes.

Candidates must have direct professional experience in a FinTech company or digital banking organization. Experience exclusively in traditional banking, without relevant FinTech or digital banking exposure, will not meet the requirements for this position.

The ideal candidate combines deep banking operations expertise, strategic leadership, strong regulatory awareness, and a proven ability to lead complex, technology-enabled financial services operations at scale.

Key Responsibilities

1. Enterprise Banking Operations Strategy and Leadership

• Define and execute the overall banking operations strategy in alignment with business objectives, growth plans, and the organization's transformation agenda.
• Provide executive oversight of end-to-end banking operations, ensuring consistent service delivery, operational integrity, scalability, and cost effectiveness across all functional areas.
• Establish the operating model, governance structures, service standards, and performance management frameworks necessary to support business growth.
• Translate strategic priorities into operational roadmaps, investment requirements, and measurable business outcomes.
• Advise senior leadership on operational performance, capacity requirements, emerging risks, service delivery challenges, and opportunities for competitive differentiation.
• Drive organizational readiness for new products, services, partnerships, and business expansion initiatives.

2. Customer Onboarding, Account Servicing, and Lifecycle Management

• Oversee customer onboarding and account lifecycle operations, including application processing, account activation, maintenance, information updates, restrictions, and closure.
• Ensure customer due diligence and KYC/KYB processes are executed effectively in coordination with Compliance and Financial Crime teams.
• Establish standards for onboarding quality, turnaround times, processing accuracy, and customer servicing effectiveness.
• Drive improvements in onboarding conversion, processing efficiency, and resolution of complex customer cases.
• Partner with Product, Customer Experience, and Technology teams to simplify customer journeys while maintaining appropriate risk controls.

3. Payments, Cards, and Transaction Operations

• Provide executive oversight of payment processing, card issuance and servicing, transaction investigations, disputes, reversals, settlement support, and reconciliations.
• Establish effective controls and escalation mechanisms for failed, delayed, duplicated, unauthorized, or disputed transactions.
• Ensure operational readiness for new payment capabilities, card products, payment partnerships, and transaction processing enhancements.
• Strengthen coordination with payment networks, banking partners, processors, and other third-party service providers.
• Drive improvements in transaction accuracy, processing reliability, settlement timeliness, and exception management.
• Oversee the resolution of material operational incidents affecting payments, cards, customer funds, or service continuity.

4. Operational Governance, Risk, and Regulatory Compliance

• Establish and maintain a robust operational governance framework covering policies, procedures, controls, accountability, and risk ownership.
• Ensure banking operations adhere to applicable Philippine laws and regulations, relevant BSP requirements, AML/CFT obligations, data privacy standards, and financial consumer protection requirements.
• Partner with Risk, Compliance, Legal, Internal Audit, and other control functions to address regulatory matters, audit findings, operational incidents, and control deficiencies.
• Oversee operational risk assessments, incident reporting, root-cause analysis, remediation plans, and control effectiveness monitoring.
• Strengthen business continuity, disaster recovery coordination, and operational resilience to minimize disruption and protect customer interests.
• Promote a culture of accountability, risk awareness, ethical conduct, and continuous control improvement.

5. Operational Excellence, Automation, and Transformation

• Lead the operational transformation agenda, identifying opportunities to simplify processes, reduce manual intervention, and improve end-to-end productivity.
• Champion automation, straight-through processing, workflow digitization, and appropriate technology-enabled solutions.
• Partner with Product, Engineering, Data, and Technology leadership to modernize operational platforms and improve system integration, case management, and management reporting.
• Establish transformation priorities based on business impact, risk reduction, customer experience, and return on investment.
• Sponsor cross-functional initiatives to reduce processing errors, eliminate recurring operational issues, improve turnaround times, and optimize cost-to-serve.
• Ensure new systems, products, and process changes are supported by effective operational controls, testing, training, and implementation governance.

6. Financial Management and Operational Performance

• Own the operational budget, workforce planning, resource allocation, and cost management strategy across the banking operations organization.
• Establish and monitor executive-level KPIs, SLAs, productivity measures, service quality indicators, and operational risk metrics.
• Drive accountability for performance outcomes across functional leaders and operational teams.
• Analyze operating costs, capacity utilization, productivity trends, and service performance to identify opportunities for sustainable efficiency gains.
• Provide regular performance updates, forecasts, and strategic recommendations to executive management.
• Ensure operational investments deliver measurable improvements in service quality, efficiency, scalability, and risk management.

7. Organizational Leadership and Executive Stakeholder Management

• Lead and develop a multi-layered banking operations organization through functional heads, senior managers, and team leaders.
• Establish clear leadership accountabilities, performance expectations, succession plans, and talent development priorities.
• Build a high-performing organization capable of supporting increased transaction volumes, new product launches, and evolving customer requirements.
• Partner with senior leaders across Technology, Product, Risk, Compliance, Finance, and Commercial functions to align operational priorities with enterprise objectives.
• Represent Banking Operations in executive forums, strategic planning discussions, regulatory engagements where appropriate, and major business transformation initiatives.
• Foster a culture of collaboration, customer focus, operational discipline, innovation, and continuous improvement.

Qualifications and Experience

Mandatory Requirements

• Direct professional experience in a FinTech company or digital banking organization is required. Candidates without relevant experience in either environment will not be considered.
• Bachelor's degree in Business Administration, Banking and Finance, Operations Management, Engineering, or a related field. A postgraduate qualification or MBA is an advantage.
• At least 15 years of progressive experience in banking, financial services, payments, or FinTech operations, including substantial experience in senior leadership positions.
• At least 7 years of leadership experience managing multiple operational teams, functional heads, or complex banking operations functions.
• Demonstrated experience developing and executing operational strategies within a FinTech, digital bank, or technology-enabled financial services organization.
• Strong knowledge of end-to-end banking operations, including customer onboarding, KYC/KYB, account servicing, payment processing, card operations, transaction investigations, disputes, settlement support, and reconciliations.
• Solid understanding of applicable Philippine banking and financial services regulations, including relevant BSP requirements, AML/CFT controls, data privacy, and financial consumer protection.
• Proven ability to establish operational governance, strengthen internal controls, manage operational risks, and maintain regulatory readiness.
• Demonstrated success in scaling operations, optimizing operating models, leading digital transformation, and delivering measurable improvements in productivity and cost efficiency.
• Experience managing operational budgets, workforce capacity, vendor relationships, and executive-level performance reporting.
• Strong executive communication, stakeholder management, analytical, negotiation, and decision-making capabilities.
• Demonstrated ability to influence cross-functional leaders, manage complex operational challenges, and drive organizational change.

Preferred Qualifications

• Leadership experience in a digital bank, FinTech company, e-wallet, payment services provider, or technology-led financial institution.
• Exposure to payment networks, card schemes, electronic fund transfers, settlement arrangements, and reconciliation frameworks.
• Experience supporting new product launches, business expansion, regulatory initiatives, or large-scale operational transformation.
• Familiarity with workflow automation, AI-enabled operations, data analytics, and modern banking technology platforms.
• Lean Six Sigma, operational excellence, risk management, or related professional certifications.

Core Competencies

• Enterprise and strategic operations leadership
• Banking operations and service delivery excellence
• Operational risk, governance, and regulatory compliance
• Financial and commercial acumen
• Digital transformation and technology enablement
• Data-driven decision-making and performance management
• Organizational design, leadership development, and succession planning
• Executive stakeholder engagement and cross-functional influence
• Business continuity and operational resilience
• Change leadership and continuous improvement

Key Success Measures

Performance will be evaluated against measurable business and operational outcomes, including:

• Achievement of strategic banking operations objectives and service-level commitments.
• Improvements in operational accuracy, transaction reliability, and customer servicing turnaround times.
• Reduction in processing errors, unresolved exceptions, operational losses, and recurring incidents.
• Strengthened regulatory compliance, audit outcomes, and effectiveness of operational controls.
• Improved cost-to-serve, workforce productivity, capacity utilization, and budget performance.
• Successful implementation of automation, process optimization, and operational transformation initiatives.
• Operational readiness and scalability to support new products, higher transaction volumes, and business expansion.
• Development of a strong leadership pipeline and sustained performance across the banking operations organization.