Manager - Banking Operations - International Bank

Job Purpose Summary:

The incumbent is responsible for branch operations; including opening/closing of retail including Private Banking and corporate account relationships for domestic operations of the Group (including Islamic Banking). The incumbent is also responsible for account maintenance, documentation & control, closed accounts, and where applicable, Islamic accounts. The incumbent will also be responsible for ensuring the customer signature data base is managed efficiently; monitor exceptions provide periodic reports to Senior Management, proper and timely response to QCB Circulars, ensure all bank policies and procedures and local regularity authorities instructions are followed.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

- Create Key Performance Indicators (KPIs) for performance monitoring and quality measurement purposes for the Branch Operations department and monitor their achievement on periodic basis.

- Lead and guide the Branch Operations department's annual budgeting process.

B. Customer (Internal & External):

- Liaise with Branch Managers on operational matters, as and when required.

- Finalize Service Level Agreements (SLAs) with internal departments to achieve improvements in turnaround time (TAT) which will also help increase external customer satisfaction.

- Build and maintain strong and effective relationship with the all other related departments and units to achieve the Group's goals/ objectives.

- Provide timely and accurate information to the external and internal auditors and the compliance function as and when required.

C. Internal (Processes, Products, Regulatory):

- Coordinate the communication, implementation and monitoring of all branch operational policy and procedures for the various Group processes to ensure compliance with relevant requirements and to facilitate consistency in processing.

- Continually assess the impact of processes and controls on the day to day operations of the branch to ensure an efficient environment and compliance with service standards.

- Ensure smooth running of day-to-day work, including strict adherence to the policies and procedures and end of day balancing process.

- Establish and monitor the system for review of inactive and dormant accounts (debit or credit).

- Responsible for account opening/ closing and different types of account maintenance activities conducted by junior personnel and thereby ensuring that all requisite documentation is received and standardized processes are followed, in line with the applicable regulatory requirements with respect to documentation/ other relevant information.

- Review documentation on all new deposit accounts to ensure proper procedures were followed and red flags were properly followed up and approved.

- Review MIS reports with regard to Branch Operations and prior to submission to Head of Centralised Operations, Country GM and other executive management.

- Overall responsible for safe custody of all original account opening documentation for the domestic retail and corporate segment, including the necessary supporting documents.

- Overall responsible for closure of domestic retail & corporate customer accounts after ensuring all relevant procedures/ checks and balances have been performed.

- Ensures accounts are opened/ closed and account maintenance performed within the agreed TAT laid down in the SLAs.

D. Learning & Knowledge:

- Conduct periodic meetings with direct reports to discuss operational and/or fraud related issues and provide training on pertinent topics.

- Responsible for monitoring and recommending training needs for the Branch Operations personnel.

- Perform managerial/supervisory responsibilities at the department level as established by the Group. These tasks include managing all HR issues related to the team such as: team performance, absence management, training needs identification and other requests.

- Identify any areas for professional development of self and all direct reports, and act to enhance professional development of self and others.

E. Other:

- Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.

- All other ad hoc duties and/or activities related to Bank that management may request of the employee from time to time.

Education/Experience Requirements:

- Masters (preferred) or Bachelor degree in Business Administration or related field.

- Minimum 5-7 years of experience in the banking industry with special emphasis on branches operations.

Required Special Skills:

- Deep rooted understanding of banking operations, pertinent to a branch environment in particular.

- Ability to effectively communicate orally and in writing in English and Arabic.

- Strong organizational skills.

- Independent and self-motivated.

- Detail oriented.

- Analytical skills.

- Computer proficient (MS Office and bank applications)

- Present a professional image and have sound judgment and patience.

- Knowledge of the local/ Gulf environment is important

- Well-developed strategic perspective and forward planning ability.

- Knowledge of the relevant regulatory requirements and best practices relating to branch operations.

- Detailed knowledge of relevant KYC and other Anti-Money Laundering (AML) directives/ rules and regulations and best practices.

Operating Environment/ Location:

- Located in Counties with visits to other branches/entities, if and when required.

Framework and Boundaries:

- Group's overall strategic plan.

- Budgetary/ scorecard targets.

- Applicable policies and procedures.

- Relevant regulatory pronouncements of the applicable local and international regulators and related best practices.

- Delegated and re-delegated authorities as per the delegation of authorities structure.

- Instructions of the Head of Centralised Operations and Country GM.

Communications and Working Relationships:

- Frequent contact with heads of retail and corporate banking, department/ units of conventional and Islamic banking (domestic operations).

- Liaison with relevant personnel in Group IT and other support departments/ units, as and when required.

Supervisory Responsibilities:

- Directly supervises the activities of Senior Operations and Operations Officers; Payments and Settlements and Clearing Officer.