Head of Branch Operations

4 months ago


Dubai, United Arab Emirates High Street Resources Full time

**Company Overview**:
This leading financial institution serves over 4 million customers through a network of 1,400 branches and 1,100 ATMs. As an international bank with a presence across four continents, it excels in branchless banking with its advanced platform. The company also offers 24/7 access via top-tier Internet Banking services.

**Job Summary**

This position will be responsible to lead team of branch banking operations and support other back offices, including CPU UAE and Athena function.
- Work closely with IT and Compliance teams to address technical and regulatory requirements effectively.
- Collaborate with the business team to define and achieve objectives, align branch operations with organizational goals.
- Ensure that branch operations handle all operational and customer-related activities efficiently and effectively.

**Requirements**:
**Responsibilities**:

- Ensure excellence in delivery of Bank’s products and services at all the branches & ATMs of Retail, Corporate.
- Ensure timely closure of request by Identity and access management department.
- Maintain Internal Control Environment
- Control on Expenses and leakage of income.
- Learn from competition & build relationships with other stakeholders. Improve coordination with Business
- Upgrade branches and develop human capital.
- Archive Bank’s prime record & Safety and Security of Bank assets (incl. Employees).
- Disseminate information (Bank’s Policy & procedures and Regulatory/Compliance guidelines) down the line.
- Monitor and analyze transaction trends and visit branches to improve internal controls, foster close interactions with staff, and enhance coordination with the business department
- Ensure that processes are running smoothly and are adhered to while processing all financial transactions.
- Coordinate and support business to ensure state-of-the-art/improved quality of services are provided to customers within the approved TATs.
- Ensure that customer suggestions/complaints, if any, are taken seriously with a view to resolve them, and also by rectifying and modifying the process to prevent recurrences.
- Ensure compliance with institutional and CB guidelines, procedures, and regulations in branch operations through monitoring for better audit ratings.
- Rectify and regularize audit/CB observations.
- Effectively implement CDD, AML, and Prudential policies in the branches to ensure no observations.
- Ensure timely completion of CDD and EDD.
- Create staff awareness of previous audit observations to avoid recurrence and penalties.
- Prepare Capex, HR, and Admin budgets and ensure monitoring to keep all budgets within their allocated limits by branches.
- Ensure branch premises rent remains within the budgeted amount.
- Ensure cash in vaults and ATMs is held within justified limits and unnecessary holding is avoided
- Set goals/objectives (KPIs) for the team at the beginning of the year and evaluate/measure their performance against predefined goals. Ensure branch staff KPIs remain in line with business objectives.
- Manage people effectively, ensuring availability of backups.
- Organize effective training for staff as per their requirements and ensure that mandatory leaves are availed by the staff as per schedule.
- Ensure, in coordination with branch management/marketing, that the overall outlook and ambiance of the branches are up to the mark. Responsible for branch cleanness and lights and signboard
- Accept and hold direct reports accountable for maintaining and growing current relationships and business volume
- Optimize staffing within the branches and ensure business continuity
- Ensure timely, accurate and justified performance evaluations of all operations staff
- Being involved in staff recruitment and appraisals of all customer services staff irrespective of branch category.
- Responsible for surprise checks during branch visits and balancing of Cash and GL/Suspense and Sundries pertains to branch
- To meet the Standard TATs in all Qmatic branches in delivery of Customer Services
- Strict adherence to Bank’s Schedule of Charges with Zero Loss/Leakage of Income
- Ensure effective handing of Disciplinary action cases and their settlements within target time
- Ensure effective controls are in place to avoid fraud (internal and external)
- Ensure Legal cases are handled efficiently in a timely manner
- Ensure trade related transaction are processed with agreed TAT
- Ensure branch staff understand basic trade documents specially in case of Advance Payment and open account.
- Ensure initiating of strong monitoring centre in order to continuously push the field to achieve the best results in Score Card
- Ensure control by implementing strong monitoring system at Regional level. Ensuring key steps in this regard for close monitoring of quality of DCSM visit reports & its compliance
- Implement the Daily Monitoring System of Dash Board and ensure strong follow-up with Branches in in order to rectify the outstan


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