Mashreq - Senior Manager - Branch Operations

The role may also include joining business of any of our group entity including but not limited to banking business of our group entity conducted out of offshore location or international financial services centers (including Gift City-).

Note: Our group entity is currently considering having operations in Gift city and yet to get operational.

Job Purpose :

To manage Operations for Gift City Branch.

Face of operations to the IFSCA Regulator and RBI for Gift City.

Part of branch MANCO, ALCO etc committee as ops representative.

Engage offshore/back-office operations and stakeholder teams to ensure that client expectations and service standards are continuously met and improved through day to day basis and through documented periodic service reviews.

Lead CX initiatives for the branch for operations.

Key Result Areas:

- Management, Governance, Business relationship, Risk & Control Management.

- Accountable for plan, delivery, processes and controls in support of Branch operations to meet/exceed demands of the Bank's business, internal external customers, regulators etc.

- Ensure qualitative review, participation in the annual budget planning exercise.

- Ensure the actual expenses is monitored, reviewed and controlled in partnership with Finance.

- Regulatory and product environments are dynamic and ever-changing; ensure last mile deployments/practices on the floor through updated SOPs, Risk & Controls and continuous engagement with the team members.

- Ensure timely regulatory reporting and accuracy by the teams.

- Review & finalize with other key stakeholders Product approval programs / new product launches etc.

- And ensure that the teams are geared in terms of Ops preparedness to support the new/change launch.

- Team & incumbent engage customers through formal service review calls/ client level visits and structurally drive timely & qualitatively action points closures etc.

- Ability to effectively handle and front face branch before the regulators, auditors (external or internal), others.

- Proactively identify & influence change projects like process improvements, exception management etc. in support of service & cost targets and optimal resource utilizations.

- Ensure branch has robust, updated, tested BCP, BIA, DR, etc. defined along with internal business partners and group stakeholders.

Engage offshore/back-office operation teams to ensure that client expectations and service standards are continuously met and improved through day to day basis and through documented periodic service reviews.

- Represent Ops in the MANCO etc. and ensure that the associated activities like MER related to operations are submitted as appropriate.

- Active participation and leading automation and transformation projects for the branch from operations.

- The incumbent at all times must demonstrate clear understanding of short to long term operating plans.

- Establish and publish periodical management packs for operations at least at monthly frequency calling out key operating indicators.

- Effectively support timely/accurate resolutions for all management escalation.

- Implement appropriate processes and controls in line with bank's policy, country regulations / directives etc.

- Ensure RCSA are periodically tested and findings are reported on the system.

- Ensure periodical review (at least annually or as documented) for all documents; SOPs, Risk & control registers, BCP critical activities, user accesses, inventory lists, daily desk checklist etc.

- Keep abreast with the latest changes to internal, external, audit, compliance and regulatory / policy notifications and team's implementation on floor.

- Work towards ensuring a Satisfactory Audit ratings for the unit (IA, RBI etc.) Closely work on all audit reports and responses and ensure proper and timely resolution / closures of audit points.

- Ensure that all exceptions/issues are proactively identified and as appropriate is socialized and escalated to management through MERs, RAR, ORE, various management committees MANCO/ALCO, etc.

Transaction Processing:

- Ensure that all regulatory / internal reporting from the desk are accurate and follow 4 eyeball checks at least.

- Incumbent must demonstrate understanding of the respective desk activities and if required should be able to support team with BAU production etc.

- Clear desk & record management policy adhered / ensure that old record is sent for archival as per laid down policy.

- Effective monitor by team the revenue realizations positions etc.

- Ensure effective back up within the teams.

- Evaluate new technical development in line with Bank's automation plans and objectives and ensure that URF/ cost approvals are in place,.

- Ensure periodical review (at least annually or as documented) for all documents (policies, SOPs, RCM), BCP, DR, licenses, contracts / agreements, user accesses, inventory lists, desk checklist etc.

- Ensure that for all outsourced activities (directly managed) periodical vendor reviews / recertification are performed related to operations.

Knowledge, Skills and Experience:

- Bachelor's/Master's degree in Finance.

- Minimum 12 to 15 years' experience across Trade, Corporate finance operations with relevant experience of customer queries & complaint handling.

- Preferably with CDCS, CAIIB / professional certificate etc.

- Wide based knowledge of other areas of banking viz.

- Treasury operations, Credit, General Banking etc.

- Very effective verbal and written communications skills.