Head of Operations - Lending

Head of Operations - Lending

Req ID

125140

Department

GO - Insto Operations Leadership

Division

Group Operations

Location

Bengaluru

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. ANZ Institutional provides world class solutions for customers that move goods and capital across the region, and helps them sustainably grow their businesses.

About the Role

Reporting to the General Manager Customer Delivery, Institutional Operations, the Head of Operations - Lending, based in the GCC is accountable for the end-to-end operational performance, process integrity, fulfilment model and customer delivery outcomes for an assigned Institutional Lending product portfolio.

The role owns how work is designed, executed, controlled and fulfilled at scale across GCC (with close oversight to Lending fulfilment processes and Customer Moments of Truth in in-country teams), ensuring product operations are simple, standardised, resilient, efficient and aligned to customer, banker, product, risk, regulatory and financial expectations.

Working with Regional/Country COOs, GCC Ops Leads, Product, Risk, Technology, Ops Performance, Run/Modify Change and enterprise change teams, the role drives process simplification, operational resilience, automation, productivity and sustainable service improvement across the product operations portfolio.

Role Type

Permanent

Role Location

Bengaluru

Work hours

Full time

What will your day look like?

Your key accountabilities in this role will include

Own end-to-end operational performance for the assigned product operations portfolio, ensuring outcomes meet customer, banker, product, risk, financial, and regulatory expectations.

Own the global fulfilment model across GCC and in-country teams, with clear accountabilities, service standards, and escalation pathways.

Own the design, governance, and continuous improvement of operational processes, controls, standards, and procedures.

Ensure processes are globally consistent, auditable, and aligned to regulatory, risk, resilience, and control requirements.

Own the operating model, ensuring demand, capacity, workforce capability, and service performance are effectively managed and transparent.

Drive productivity, efficiency, and cost-to-serve improvements through simplification, automation, process optimisation, and workforce strategies.

Lead the product operations simplification and continuous improvement agenda in alignment with Institutional Operations priorities.

Partner with Product, Coverage, Country COOs, Risk, Technology, and GCC Operations leaders to resolve customer, banker, and operational issues and deliver sustainable outcomes.

Represent the operational voice of the portfolio across governance forums and key stakeholder groups.

Own the process control framework, including control standards, control mapping, and operational governance.

Ensure operations remain within ANZ's risk appetite, regulatory obligations, and control frameworks.

Own workforce strategy for GCC teams, including organisational design, capability development, recruitment, succession planning, and workforce flexibility.

Build cross-skilling and capability uplift programs that support operational resilience and future-state delivery models.

What will you bring?

To grow and be successful in this role, you’ll ideally bring the following

Extensive senior leadership experience in Institutional Banking, Institutional Operations, wholesale banking operations, or complex customer fulfilment environments.

Deep understanding of the assigned lending domain, including customer journeys, operational processes, controls, systems, and banker interactions.

Proven experience leading large-scale operational delivery across geographically dispersed teams, including GCC and in-country operating models.

Demonstrated ability to design, govern, and optimise end-to-end processes, controls, standards, and operational delivery frameworks.

Strong understanding of operational risk, financial crime, non-financial risk, audit, regulatory obligations, and control effectiveness within a banking operations environment.

Proven track record delivering simplification, automation, process redesign, operational transformation, and change initiatives.

Strong commercial acumen, including workforce and capacity planning, cost-to-serve management, productivity improvement, benefits realisation, and financial planning.

Ability to balance customer outcomes, operational efficiency, risk appetite, workforce capacity, and financial performance.

Exceptional stakeholder management and influencing skills across Product, Coverage, Country COO, Risk, Technology, GCC, enterprise change, and senior leadership teams.

Ability to constructively challenge product, customer, or operating model decisions where operational, risk, or customer impacts exist.

Proven experience leading high-performing operational teams and fostering an inclusive, accountable, and customer-focused culture.

Demonstrated capability in workforce planning, succession management, capability development, cross-skilling, and building workforce flexibility across global delivery teams.

So why join us?

ANZ is a great place to be a leader. As a Purpose-led bank with a compelling 2030 Strategy we will unlock our potential to win the preference of customers, shareholders and the community.

Our culture helps us deliver our strategy and we bring this to life by embracing these values

Put customers first

by providing better outcomes every day;

Deliver with excellence

by setting high standards and delivering on commitments;

Own the outcome

by taking accountability and doing what’s right ; and

Work as one

by bringing the best of ANZ together to succeed .

We ask our leaders to role model our values, which shape how we work together, make decisions and manage r