Operations Manager

Branch Operations Management:

• Management & Supervision of overall branch banking operations, ensuring efficiency, effective controls, and maintenance of service quality standards.
• Oversee the account opening, maintenance process and maintain controls in line with bank’s internal procedures and KYC/AML requirements including change in status of account i.e. Conduct periodical KYC CDD review of customers account in line with KYC AML Procedures as well as evaluation and closure of TMS alerts.
• Ensure vault operations as per KMBL procedures and proper documentation of all vault in and out entries in all relevant register i.e. Vault Access Register, Cash book register, Collateral register etc.
• Supervise daily closing and balancing of cash in hand and take action and report as per procedure in case of excess/less cash.
• Review & authorize branch banking transactions including cash payment, receipt, clearing, remittances, chequebook issuance, term deposits, account to account transfer, Online & remote transaction, Biometric OTC cash withdrawal, ATM management, Lockers management, CMS, MMS, RTGS, RAAST, Utility Bills & 1link payments & Reconciliation, GL’s reconciliation heath/Banca-assurance etc.
• Extract and reconcile DTL on each day end, bind it and keep in safe place under lock and key.
• Ensure that Opex related to branch operations are under control and other Opex paid at branch level are posted in relevant cost heads.
• Review and authorization of accruals, prepayments and reconciliation of imprest accounts, ensuring timely & accurate reporting thereon.
• Review & authorize effective & timely disbursement of approved loans including roll over, top up, waiver as per laid down procedures. Ensuring completion of required documentation and relevant approvals prior loan disbursement. Ensure record and reconciliation of all available collaterals.
• Ensure gold evaluation process is followed as per CAD procedure.
• Supervise home remittances (Western Union) & proper use of BVS/NADRA Verisys from provided links and ensure required SOPs are followed.
• Monitor and coordinate with CMD for effective cash management. Fresh cash record maintenance as per SBP guidelines & soiled cash disposal & exchange with SBP/Partner Banks. Maintenance of sufficient stock of machine authenticated cash at cash counter according to SBP currency management strategy.
• PALRA Management (FARD & Mutation extraction & maintaining its monthly MIS & reporting) through system, where applicable (as for rest this mutation will also be ensured manually).
• ATM replenishment/Handling (ATM should be replenished under CCTV and replenish process is followed defined in SOP, ensure machine sorted cash is fed in ATM)
• Review and monitor that Zakat and taxes/Govt. levies are accurately deducted in case of any anomaly to immediately take up the matter with relevant Corporate Office team.
• Ensure to review that no un-authorized entry in T24 is pending at each day end.
• Perform BCP drill as and when required and perform required activities in case of actual BCP Scenario.
• Work as Record Management Officer and ensure record archival (off site) as per SOP.

Compliance:

• Implementation of Banking Operations Internal Policies and procedures; SBP’s guidelines including Prudential Regulations, ensure updates are timely disseminated to concerned staff and compliance is monitored effectively.
• Directly responsible for operational non-compliance raised by internal/external/SBP audit and other self-assessment functions.
• Ensure closure of audit reports by providing true and reliable evidence/compliance/Action Plan within stipulated time frame/TAT.
• Ensure to maintain AOF/LAF/TD rejection within acceptable limit and ensure timely rectification of such discrepancies.
• Monitoring of branch suspense and sundry GL, ensure adherence to regulatory TAT for transaction settlement.
• Responsible to remain vigilant with respect to fraud alerts and highlight and unusual activity/behaviors through line management.

Customer Satisfaction & Service Quality:

• Ensure provision of quality service to customers as per prescribed service quality benchmarks.
• Ensure branch cleanliness, upkeep, display of prescribed notices, availability of brochures/standees.
• Encourage the team to cross-sell KMBL products, especially liability products.
• Ensure timely processing of customers’ requests received through eForm, IB/MB.
• Improve service quality benchmarks & ensure timely closure of customer complaints & disputes as per CMS procedure.
• Custodian of branch complaint box keys, ensuring raising of complaints received in-person, telephonically, or through the complaint box through CMS.

General Administration:

• Manage general administration including the branch’s premises issues, keys administration, stationary & supplies requirements, fixed assets management, etc.
• Ensure that the Security Alarm is in working condition and its password change after an interval as stipulated in KMBL procedure along with its documentation in the Security Alarm Testing Sheet.
• Ensure effective coverage of cash and gold in premises and take up with the insurance desk for excess over limit, and claims processing.
• Continuously review security risk to the branch vault, cash area and premises, arrange/advise due precautions/ measures for overall safety and integrity.

Employee Management:

• To maintain and monitor staff attendance, leave record, leave planning, developing functional backups of the key positions, timely rotations, ensuring effective internal communication.
• Monitor & evaluate performance of branch operations staff.
• Ensure maintaining a record of relevant regulatory circulars and internal instructions.
• Capacity building of branch operations staff for improving performance & impart operational training.
• Conduct training need assessment of branch operational staff and recommend through line management for improvements.

Compliance Quality Control, MS Excel, Branch Management, Customer Service Skills, T24,