Head of Branch Operations

at  High Street Resources

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.

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.

MINIMUM QUALIFICATIONS

• Candidate preferably will be a business graduate with demonstrated customer services and analytical skills

• 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