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Head of Branch Operations

2 weeks ago

Dubai, Dubai, United Arab Emirates Client of High Street Resources Full time
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