Operations Manager

Operations Manager

Purpose of the Role

The Branch Operations Manager is responsible for the overall management, supervision, and control of branch operations to ensure compliance with internal policies, SBP regulations, audit standards, and service quality benchmarks.

Key Responsibilities

Operational Management & Compliance

• Oversee and monitor all branch and branchless banking operations by reviewing vouchers, GL reports, and system-generated reports to strengthen internal controls and ensure full compliance with bank policies, procedures, and SBP regulations.
• Ensure timely and accurate processing of transactions by effectively distributing tasks among operations staff through proper job rotation and clear role assignments.
• Maintain strong audit readiness and strive to achieve and retain favorable branch audit ratings.
• Approve and authorize branch transactions within delegated authority limits.

KYC, AML & Regulatory Requirements

• Supervise account opening, closing, and amendment processes to ensure strict adherence to KYC and AML guidelines.
• Ensure all SBP regulatory requirements are met, including timely and accurate submission of all SBP-related reports.

Reporting & Coordination

• Prepare, analyze, and submit all operational MIS reports to internal and external stakeholders as required.
• Provide timely updates to AOM & BM, seek guidance on business-related issues, and coordinate effectively with auditors by responding to queries and ensuring compliance within timelines.
• Coordinate with Centralized Branch Operations for cash arrangements and maintain daily cash average requirement data.

Customer Service & Issue Resolution

• Ensure exceptional customer service by resolving customer queries and complaints within the defined turnaround time (TAT).
• Ensure timely service delivery and efficient counter operations.

Branch Administration

• Maintain overall branch appearance, including cleanliness, functioning of IT systems, UPS & generator maintenance, and upkeep of notice boards to support a positive branch image.

Cash & Security Controls

• Supervise cash counters and ensure daily cash balancing, ATM cash reconciliation, and weekly/monthly balancing of security stationery.
• Maintain proper records of cheque books, security stationery, ATM cards, loan documents, and account opening forms.
• Authorize issuance of ATM cards and cheque books after signature verification and ensure proper marking and documentation of stop payments.

Financial Controls

• Ensure accurate fee deductions as per SOC and prevent income leakages.
• Monitor Banking Adjustment Accounts and branch controlling GLs.
• Perform counter-signatures on PO, CDR, cheques, and vouchers as required.

Team Management & Discipline

• Ensure that all operations staff are fully aware of internal controls and regulatory frameworks and comply with them.
• Maintain staff punctuality and adherence to bank dress code.
• Support deposit mobilization efforts as per assigned targets.

Other Duties

• Perform any other responsibilities assigned by management.

Qualifications & Experience

• Minimum Bachelor's degree in Commerce or related field; Master’s degree preferred.
• Minimum 4 years of experience in branch operations within the banking sector.
• Experience in clearing operations is mandatory.