Chief Operating Officer

The Chief Operating Officer (COO) is responsible for leading and integrating all operational, service delivery, and technology-enabled execution functions within FNB Mozambique.

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 optimise 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 a sustainable tech-led operational function

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.

24/03/26

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

R47392