Head of Operations

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

The Director – Head of Operations is accountable for the full scope of operational activities within the branch, including payment processing, accounting and booking of money market and FX transactions and the end-to-end trade finance operations. He/She is also responsible for the end-to-end leadership of the branch Operations function, covering Payments & Back Office and Trade Finance Operations.

The role ensures operational excellence, strong governance and controls, and the successful delivery of strategic change initiatives in an environment characterized by increasing product complexity, regulatory evolution, and operational transformation.

The position requires a senior leader with a strategic and long-term vision, capable of balancing stable BAU execution with the implementation of new products, systems, and operating models, in line with bank’s strategies and GOPD standards.

This role is pivotal in driving operational excellence, fostering innovation, and aligning with the bank's strategic priorities, including standardization, automation, digitalization, and compliance with evolving regulations such as the Payment Services Regulation (PSR) and PSD3. The Head of Operations will manage a team representing approximately 10 headcount and serve as a key strategic partner to the DGM, with delegated responsibilities in Change Management. Supported by the entire team, the successful candidate will balance day-to-day operations with transformative projects to ensure resilience and future-proofing in a rapidly evolving banking landscape.

• Responsibility for implementing initiatives to support your function’s strategic vision (global and regional) in your location, providing your team and colleagues with the necessary support to realize and implement those visions and initiatives effectively and collaborating with relevant EMEA function leadership as appropriate.
• Responsibility for consultation with and reporting to the EMEA Function Head, taking direction and giving feedback on matters relating to local operations, with the aim of embedding consistency in the operation of functions across EMEA offices. Matters for consultation and reporting will be undertaken in accordance with your division’s governance framework and any other relevant frameworks. 

Lead and/or take part in the functional periodical meetings to enhance functional communication in the EMEA region

The Director – Head of Operations is responsible for:

• End-to-end execution of all branch payments, ensuring timeliness, accuracy, and compliance with internal policies and market standards.
• Full accountability for the accounting and booking of money market operations, including loans, deposits, interbank loans, securities settlements, and related confirmations.
• Responsibility for the operational processing and accounting of foreign exchange contracts (spot, forward, swaps), including transactions subject to MiFID2 and MiFID2 reporting requirements.

•             Oversight of all transactions in scope of MiFID2 suitability and appropriateness from an operational       

                 perspective, ensuring correct documentation, system capture, and regulatory reporting support.

• Good knowledge of Italian payment systems (in particular the RIBA circuit and the CBI circuit).
• Knowledge of the Cabel IT system represents an added value

Trade Finance Operations

• Single-point accountability for all Trade Finance operations, including import/export processing, documentary credits, collections, and supply chain finance activities.
• Responsibility for the preparation and issuance of letters of guarantee, both domestic and international, ensuring operational accuracy and adherence to local legal and group standards.
• Oversight of the first line AML and sanctions controls related to trade finance transactions, acting as accountable owner for AML checks performed within Operations.

Governance, AML & Controls

• Ensure the effectiveness and traceability of AML controls executed within Operations, including transaction screening, escalation management, and cooperation with Compliance and Risk.
• Act as accountable owner for first level controls (1LoD) across all Operations processes.
• Responsibility for the drafting, maintenance, and regular update of departmental procedures, ensuring that local processes reflect regulatory changes and GOPD requirements.
• Ensure proper documentation of controls, issue management, and remediation actions.
• Responsibility for the preparation, coordination, and organization of OCC (Operational & Control) Meetings, including agenda setting, minutes, and follow-up tracking.
• Lead interactions with Internal Audit and regulators on matters related to AML and operational controls.

Procedures & Internal Committees

• Oversee the preparation and organization of OCC meetings, ensuring structured escalation and decision-making.
• Permanent Member of the Branch Productivity Committee, contributing to efficiency initiatives and cost management.

The Director – Head of Operations is further designated as permanent representative for the Bank within the AIBE Operations Commission, ensuring branch alignment with Italian banking community initiatives and market practices.

Leadership & Strategy

• Provide unified leadership to the entire Operations team, fostering a culture of high performance, accountability, and continuous improvement.
• Develop and execute a cohesive annual operating plan and strategy for the Operations department, integrating the specialized needs of Payments and Trade Finance.
• Act as a key member of the Branch's leadership team, representing the Operations function and contributing to broader business decisions.
• Manage, mentor, and develop two Vice Heads / Team Leaders (one for each sub-unit) and their teams, ensuring effective talent development and succession planning.
• Serve as the primary operational deputy and right hand to the Functional Head/DGM for all operational matters.

Change Management & Transformation

• Own and lead the Change Management Office for Operations. Design, plan, and execute the department's transformation roadmap.
• Drive major projects for modernization, including process re-engineering, robotics/automation (RPA), and digital solution implementation.
• Spearhead the regulatory adaptation agenda, particularly in response to Payment Services Regulation (PSR/PSD3) and other evolving payment system sophistications.
• Collaborate closely with Technology, Product, and GOPD central teams to ensure flawless project delivery and strategic alignment.
• Champion a culture of innovation and agility within the teams, challenging the status quo and identifying efficiency opportunities

. Operational Governance & Control

• Ensure robust, efficient, and compliant day-to-day operations (BAU) across both sub-units, maintaining the highest standards of quality, accuracy, and timeliness.
• Oversee risk management, internal controls, and audit preparedness for the department. Ensure full adherence to all internal policies and external regulations.
• Manage departmental budgets, resources, and capacity planning, balancing BAU demands with project investments.
• Act as the ultimate escalation point for critical operational issues

• Senior professional experience in international banking operations: minimum of 10 years of proven experience in banking operations, with deep expertise in Payments and/or Trade Finance. Experience in both areas is highly desirable.
• Proven track record in:
  • payments processing and control frameworks;
  • operational accounting of money market and FX transactions;
  • trade finance operations including guarantees and AML controls.
• Strong knowledge of MiFID2 operational requirements.
• Experience in drafting procedures and managing first line controls.
• Demonstrated ability to lead industry interactions at Director level.
• University degree in Economics, Finance, Business Administration, or related field.
• Demonstrated track record (5+ years) in a leadership role, successfully managing large, diverse teams in a complex, regulated environment.
• Essential: Proven experience as a "Change Agent" – a documented history of leading and delivering large-scale transformation, process re-engineering, or digitalization projects within operations.
• Strong understanding of the regulatory landscape for payments (PSD2/PSD3, SEPA, SWIFT) and operational risk.
• Excellent project and program management skills.
• Superior communication, influencing, and stakeholder management abilities, capable of engaging both technical teams and senior executives.

Functional / Technical Competencies:

• Functional and Management skills are mandatory for the role, technical skills must be solid even if Director is not required to perform them in principle.
• Strong human resources management is important to lead the department
• Good Italian level is a must to have to correspond with the Italian counterparties of other banks and to understand the payment instructions received from customers.
• Good English level is a must have to understand the procedures, to deal with foreign counterparts and non-Italian speaking colleagues.
• Most important is to have very good human and professional approach when dealing with Customers                    as the Head of Operations Dept. must constantly deal with his Team members and Customers if necessary.
• Computer literacy.

Soft Skills:

• Strategic Vision & Leadership: Ability to set a clear direction, inspire teams, and make tough decisions. Strong and unified leadership style.
• Change Driver: Passionate about transformation. Resilient, able to manage ambiguity, and drive change against potential resistance.
• Results-Oriented: Focused on delivering tangible improvements in efficiency, control, and client service.
• Analytical & Problem-Solving: Excellent at dissecting complex processes and identifying innovative solutions.
• Integrity & Judgement: Unquestionable ethical standards and the sound judgement required for a high-stakes operational environment.

• Excellent communication skills
• Results driven, with a strong sense of accountability
• A proactive, motivated approach.
• The ability to operate with urgency and prioritise work accordingly
• Strong decision making skills, the ability to demonstrate sound judgement
• A structured and logical approach to work
• Strong problem solving skills
• A creative and innovative approach to work
• Excellent interpersonal skills
• The ability to manage large workloads and tight deadlines
• Excellent attention to detail and accuracy
• A calm approach, with the ability to perform well in a pressurised environment
• Strong numerical skills
• A confident approach, with the ability to provide clear direction to your team
• Excellent managerial/leadership experience
• The ability to lead a high performing team
• A strategic approach, with the ability to lead and motivate your team
• The ability to articulate and implement the vision/strategy for the Operations Department.

We are open to considering flexible working requests in line with organisational requirements.

MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued, respected and their opinions count. We support the principles of equality, diversity and inclusion in recruitment and employment, and oppose all forms of discrimination on the grounds of age, sex, gender, sexual orientation, disability, pregnancy and maternity, race, gender reassignment, religion or belief and marriage or civil partnership.

We make our recruitment decisions in a non-discriminatory manner in accordance with our commitment to identifying the right skills for the right role and our obligations under the law.