Head of Intelligent Operations, Transformation & AI

Khanewal; Islamabad; On-site; PKR 30,000,000 - 60,000,000; Full time

Job summary

Mobilink Microfinance Bank Ltd. (MMBL) seeks a seasoned Head of Intelligent Operations, Transformation & AI to drive the bank’s AI-first journey.

You will steer the strategy, multi-year roadmaps, and governance for AI/ML, RPA, and intelligent automation across banking operations, aiming for predictive, automated processes and improved customer outcomes. The role combines strategic leadership with hands-on optimization of processes, leveraging data analytics, digital banking capabilities and

Qualifications

• Bachelor's or Master's degree in a relevant field (CS/IT/Data Science/AI/Engineering/Business/Finance).
• MBA/MS or professional quals are an advantage. Certifications in AI, ML, Lean Six Sigma, RPA, PM or Cloud are preferred.
• 15+ years of professional experience in banking, fintech or tech-enabled financial ops.

Responsibilities

• Develop and execute Operations AI & Digital Transformation strategy.
• Lead enterprise transformation programs from planning to deployment and optimization.
• Drive Lean, Six Sigma, process mining, and digitization to enable STP and zero-touch operations.

Skills

Leadership

Digital transformation

AI and ML

RPA and automation

Process re-engineering

Program/project management

Cross-functional collaboration

Education

Bachelor's or Master's in CS/IT/Data Science/AI/Engineering/Business Admin/Finance

MBA or MS advantageous

Tools

RPA

Job description

## Head of Intelligent Operations, Transformation & AIFull Job Details#### Job DescriptionMobilink 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.Hire Resume WritersThe 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 MMBLMobilink 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.