The COO will lead high operational excellence standards, scaling digital capabilities, and ensure resilience in a rapidly evolving financial ecosystem. This role requires a strategic leader who can balance regulatory compliance with innovation, optimize complex payment infrastructure, and position the bank competitively in an environment facing continuous disruption.

The role ensures that FNBM operates with high efficiency, strong governance, regulatory compliance, digital capability, and operational resilience while delivering superior customer experience across Retail, Commercial, Corporate and Digital Banking segments.

The COO drives operational excellence aligned to Banco de Moçambique regulatory requirements, FirstRand principles and FNB’s digital-first strategy, ensuring scalable, secure, and cost-effective operations.

Enterprise Operating Model Leadership

• Continuously optimize the bank’s operations to support a digital-first strategy
• Lead the shift from function-based processing to journey-based service ownership
• Drive standardisation, simplification, and automation across the bank
• Ensure alignment between Operations, IT, Risk, Finance, and Business segments

Build and maintain sustainable tech-led operational functions

• Champion the integration of technology into all operational processes
• Drive efficiency, automation, and scalability in core processes
• Ensure seamless integration of legacy systems with modern payment platforms
• Partner with CIO/IT to modernise platforms (core banking, payments, digital channels)
• Embed automation, straight-through processing, workflow orchestration, and tech-enabled decisioning
• Ensure operational readiness for digital products and ecosystem partnerships
• Drive measurable automation penetration and reduction in manual intervention
• Ensure that core operational capabilities are scalable and platform enabled

Operational Excellence & Performance Discipline

• Oversee daily operations across banking, payments, and digital channels
• Maintain a high-performance operations culture driven by data, KPIs, and accountability
• Own cost-to-serve optimisation and productivity improvement
• Implement real-time operational dashboards and performance visibility at Exco level
• Drive measurable standards in turnaround times (TAT), error rates, and service levels
• Institutionalise continuous improvement frameworks

Regulatory, Governance & Control Oversight

• Ensure operations fully comply with:
• Regulatory requirements
• Governance Standards
• FirstRand Group operating standards
• The COO acts as a key interface with regulators and internal audit on operational matters

Customer Experience

• Enhance digital-first customer journeys across Retail, Commercial and Corporate Banking
• Ensure payment platforms deliver speed, reliability, and transparency, and reduce friction in onboarding, payments, lending operations, and servicing journeys
• Champion customer-centric innovation to compete with bank and non-banks offerings
• Improve complaint resolution speed and first-contact resolution
• Enable digital self-service adoption and containment strategies

Growth Enablement & Scalability

• Ensure operational capacity supports business growth ambitions
• Oversee vendor and third-party ecosystem management
• Enable scalable expansion into new products, channels, and digital capabilities
• Ensure operations do not become a bottleneck to growth

Strategic Growth

• Support CEO and executive team in defining long-term growth strategies
• Drive partnerships with fintech’s, payment providers, and technology vendors
• Optimize cost structures while enabling rapid scaling
• Align FNBM operations with broader FirstRand operating principles

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

25/03/26