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Head of Branch Operations
3 weeks ago
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. Job 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. • Review existing processes, documents, forms, and applications in line with market practices and regulatory requirements. Suggest improvements wherever possible • 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 outstanding exceptions/alerts on Dashboard Experience • Minimum 15 years of Branch Operation experience including 5 years senior level in operations. Extensive operational and delivery experience in influencing and enabling complex transactions. Competencies Required • Outstanding customer service and influencing skills. • Well versed with Trade Finance knowledge • Familiar with Treasury and Nostro reconciliation knowledge • Fully understand FCY transactions processing and FX related matter • Goal oriented, analytical and process driven with a strong cost bias. • End to end product, service delivery and processes knowledge. • Demonstrated capability to establish business reports and transaction statistics. • Demonstrated ability to establish measurable goals and hold team members accountable against measurable goals. Minimum Qualifications • Candidate preferably will be a business graduate with demonstrated customer services and analytical skills
