Business Support and Operations Director

Join the best bank to work for in Bulgaria*

Who we are:
Do you want to join a well-established bank with a start-up culture? No, we’re not joking!

At tbi, we have been one of the most dynamic banks in the region for years, and we continue to grow fast. We combine a strong track record with the energy and pace of a start-up - always looking for better ways to do things, always moving forward.

It's all about our people. Our team is made up of brave, passionate and caring people who don’t just want to follow the same path – we want to transform into mobile-first, state-of-the-art lifestyle ecosystem. Our colleagues love working here – 70% of them would recommend tbi as an employer to their friends and family. Our people are engaged in challenging and meaningful work, inspired to grow their potential and career, encouraged to learn and empowered to take decisions. That’s not corporate babble, it’s what our people say.

Do you want to play a key role in our unique success story?

If so, we're looking for a Business Support and Operations Director to join our team on the journey to success!

About the role:

As Business Support and Operations Director, reporting to a Management Board member, you will take full ownership of tbi’s operational footprint in Bulgaria, ensuring our banking operations run smoothly, efficiently and at scale.

What You’ll do:

• Lead & Inspire the Team: Directly manage, mentor, and scale a large team of operational professionals. You will drive workforce planning, organizational design, and a high-performance culture rooted in accountability and growth.

• Oversee Core Banking Operations: Own the end-to-end execution of daily banking transactions, clearing, localized payments, and lending operations, ensuring absolute accuracy and zero-friction processing.

• Champion Client-First Service Delivery: Turn back-office operations into a competitive advantage by continuously reducing processing times and improving service delivery for our clients.

• Drive Process Excellence & Scalability: Apply methodologies like Lean, Six Sigma, or Kaizen to eliminate operational waste, optimize capacity, and scale workflows as the bank grows.

• Accelerate Automation & AI: Partner with IT to automate manual tasks and integrate practical AI solutions into daily operations to boost efficiency and reduce human error.

• Protect the Bank (Risk & Compliance): Maintain a flawless compliance record. You will manage operational risk, implement strict internal controls, and ensure full adherence to Bulgarian regulatory requirements and bank policies.

• Manage Vendor & Infrastructure Footprint: Oversee key third-party vendor relationships, procurement networks, physical security, and corporate workplace infrastructure across Bulgaria.

• Collaborate Across Borders: Work in lockstep with Head of Operations in Romania and Greece to standardize processes and support cross-border strategic initiatives.

What you’ll need to succeed:

• 10–15 years of senior operational leadership experience, ideally in complex, fast-moving environments (banking or financial services is an advantage, not a requirement)

• Strong grounding in process excellence methodologies such as Lean, Six Sigma or Kaizen

• Proven track record in automation and large-scale operational improvement

• Comfort in designing systems and processes that prevent problems rather than reacting to them

• Strong interest in technology and AI, with the ability to turn that into practical application

• Fluency in English is required

• Strong analytical skills with the ability to translate data into decisions

• Strategic, forward-looking, and solution-oriented mindset, with the ability to connect big-picture thinking to operational execution

• Natural ownership mentality, proactively acting before issues escalate and driving improvements early

• Strong people-first leadership style, with the ability to build systems that serve customers and support teams

• High emotional intelligence and proven ability to lead large, diverse teams through change

• Curiosity and continuous improvement mindset, always looking for better ways to increase efficiency, scalability, and customer experience

• Ability to move seamlessly between strategy and execution

• Strong belief that operations is not a back-office function, but the backbone of a competitive, customer-focused business

  
  

What we offer:

• A high-impact leadership role reporting directly to the Management Board member

• Real ownership and accountability over a critical part of the business

• Become part of a large, friendly and supportive team with 23 nationalities

• Get additional private health insurance

• Receive special prices for multisport card and multiple retailers

• Obtain preferential prices for our banking products

• Enjoy a great location in Sofia’s city centre near National Palace of Culture and South Park

Visit our Career Page to learn more about what makes us different.

If this sounds like something you’d be interested in, we'd love to hear from you!

To apply for this position, please send us your CV in English.

We'd love to get back to everyone, but due to the number of applications we receive, we can only contact the shortlisted candidates.

*We are ranked the top bank and top 3 employer to work for in Bulgaria according tо WhereWeWork 2025 employer ranks.

All applications are treated with utmost confidentiality.

By submitting your job application to tbi bank, you confirm that you have read the document named “Information related to personal data processing for job applicants” publicly available on tbi Career page.