Role Overview

Backbase is building a new type of transformation capability focused on redesigning and running banking operations on the Banking OS.

This group combines deep banking domain expertise, process intelligence, operational data modelling, and AI agent design to help banks transform customer servicing, payments, disputes, lending, and risk operations into AI-assisted and agentic operating models.

The Head of Banking OS Transformation will lead a regional team (EMEA or USA) and work directly with senior bank executives to redesign operating models, implement the Banking OS across multiple domains, and help banks transition from fragmented operations to Unified Frontline operations.

This role sits at the intersection of banking operations, platform technology, AI, and large-scale transformation programs.

Mission of the Role

The mission of this role is:

Help banks redesign how banking operations work and implement the Banking OS as the operational control plane across multiple banking domains.

This includes:

• Understanding how the bank operates today
• Mapping processes, systems, data, and decisions
• Designing new operating models powered by the Banking OS
• Designing missions, workflows, and AI agents
• Rolling out the Banking OS across multiple domains
• Helping banks move from workflow-based operations to agentic operations

Responsibilities

1. Lead Banking OS Transformation Programs

• Lead large Banking OS transformation programs across multiple banking domains
• Work with COO, CIO, Head of Operations, and Transformation leadership
• Define multi-year transformation roadmaps
• Identify high-value domains and rollout strategy
• Oversee multi-domain implementations and expansions
• Help customers move from initial wedge to multi-domain Banking OS adoption

2. Build and Lead the Banking OS Transformation Team

Build and lead a team consisting of:

• Domain transformation experts (customer servicing, payments, disputes, lending, risk)
• Process intelligence and process mining specialists
• Ontology and operational data model specialists
• Agent and automation designers

Responsibilities include:

• Hiring and developing domain experts
• Defining transformation methodologies and playbooks
• Building domain reference models and starter pack tuning frameworks
• Creating repeatable transformation approaches
• Working closely with Product, Sales, and MissionOps

3. Operational Discovery and Mapping

Help banks understand their current operations and system landscape by:

• Mapping processes using process mining tools
• Mapping system landscape using ontology sniffers
• Modelling operational entities, events, and state models
• Building operational ontologies in Nexus
• Identifying automation and agent opportunities
• Identifying operational bottlenecks and improvement opportunities

4. Design Future Operating Model and Agentic Operations

• Design mission-based operating models
• Define workflows, decisions, and approval models
• Design AI agents that execute operational tasks
• Define human + agent collaboration models
• Tune Banking OS starter packs to customer operating models
• Help banks redesign operations around missions, agents, and governed decisions
• Support multi-domain rollout and operational transformation

5. Develop the Banking OS Transformation Methodology

Develop a repeatable transformation methodology including:

• Operational discovery and assessment
• Process mining and operational analysis
• Ontology modelling and system landscape mapping
• Mission and workflow design
• Agent design and automation strategy
• Implementation roadmap and rollout strategy
• Value tracking and ROI modelling
• Continuous optimization and expansion to new domains

This methodology will become a core differentiator for Backbase and a key driver of Banking OS adoption.

Candidate Profile

Experience

• 15+ years experience in banking operations, consulting, transformation, or banking technology platforms
• Deep expertise in at least one banking operations domain
• Experience leading large transformation programs at banks
• Experience working with C-level banking executives
• Strong understanding of banking operating models and processes
• Experience with workflow, automation, AI, or digital transformation platforms
• Experience in consulting, banking operations leadership, or platform implementation programs

Ideal Background

Examples of suitable backgrounds:

• McKinsey / BCG / Bain banking operations partner
• Accenture / Deloitte banking transformation leader
• ServiceNow / Salesforce / Palantir consulting leader