Job purpose:
To formulate and ensure implementation of Bank’s overall operational policies and procedures adhering to local rules/regulations, and providing a platform for delivering consistently high customer satisfaction in a cost effective manner, thereby enabling business functions to achieve the organisation’s objectives and revenue growth.
Key accountabilities
Overview
Perform supervisory duties in all areas of branch operations through respective Unit Heads (including Trade Operations, Treasury Ops, Branch Operations, Operations Governance and Control, General Admin and IT), ensuring that controls are in place and operational risks are minimized / mitigated.
Maintain close collaboration with all departments and within branch. Adherence of all applicable laws and regulations. To manage and guide relevant Unit Heads to prepare and implement Policies and Procedures / Guidelines in their respective areas, Business Continuity, BCP readiness in case of any eventuality, etc.
Provide guidance for the redesigning of processes to eliminate duplication and optimize efficiency.
Operations Leadership / Strategic Management / Process Optimization:
- Playing an active role in developing, implementing and achieving strategic objectives of the bank covering operational and business areas including constant improvement of operations and creation of business development environment within the enabling functions.
- Explore new and efficient ways of product/service delivery e.g. automation, robotics, etc.
- Lead and undertake process simplification & improvement. Monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives.
- Work closely with all internal and external stakeholders to ensure that all planned projects are completed within stipulated timelines.
- Provide support to Country Manager on the issues related to areas outside operations.
- Demonstrate willingness to take on additional responsibilities
- Ensure quality of rapport with key stakeholders
Policies and procedures:
- Developing and ensuring implementation of the bank’s policies and procedures for assigned functions within the overall policy ambit of HBL group and guidelines and regulations of HBL Bank aimed at standardizing processes, creating a compliant environment, and delivering high service quality for customers while ensuring business continuity and disaster management.
- Ensure all policies & procedures are in place and renewed timely.
Governance, Controls, Compliance and Risk Management
- Devising and implementing controls for timely identification of operational gaps / errors in addition to unplugging and system vulnerabilities to minimize operational, reputation, financial and informational risks
- Ensuring proper monitoring on AML/ CFT issues by the operations while undertaking cash and trade transactions besides ensuring that the teams are aware of their obligations and confident of reporting suspicions related to regulatory, compliance or AML matters as per Bank’s AML policy manual.
- Inculcate a culture of compliance for policies / procedures and key regulatory requirements.
- Investigating root cause on operational incident matters and work closely with stakeholders for resolution and put in place measures to prevent recurrence.
- Coordinate with Internal / external audit and ensure satisfactory rating of reviews carried out by Regulator/RCCU/Internal Audit.
Customer Satisfaction/ Business Results:
- Ensuring creation of an environment within the operations functions geared at achieving consistently high standards of service quality through monitoring timely resolution of customer complaints & queries, evaluating feedback from internal & external customers, close monitoring of developments/ practices in the industry to streamline bank’s processes to meet expectations of all stakeholders; so that the operational efficiencies result in business growth.
- Plan, monitor and analyze key metrics for day-to-day work to ensure efficient and timely completion of tasks. Ensure that TATs are maintained in major domains; and taking measures to improve performance efficiency.
- Work closely with stakeholders and clients to bring an increase in business, as well as solutions to problems faced. Assisting internal customers to achieve desired level of ease of doing business and in turn, impacting customer journeys ensuring heightened satisfaction.
People Management
- Leading a diverse functional team, setting objectives, reviewing performance, setting rotation plans, organizational structure and participating in selection/promotion decisions to ensure that staffs have the necessary skills and understanding to deliver the team’s objectives.
- Develop a training plan in consultation with HR to arranging trainings for Operations staff
- Ensure that succession plan is in place for key ops positions
Financial and Admin Management
- Set, agree and control of operation budgets for assigned functions and propose admissible CapEx investments to ensure objectives are achieved in line with HBL goals.
- Ensure that all vendor arrangements and branch leases are up to date in line with the revised policy.
- Handling of operations services outsourced to Head Office and annual review of SLAs and agreements.
Reporting
- Ensuring that regulatory and head office reporting by the assigned functions are done in a timely manner following regulatory guidelines and Bank’s policies and procedures.
Minimum qualifications:
Bachelor's degree or above
Minimum experience:
15 - 18 Years’ Experience including Branch, Trade, Treasury, FI Operations, IT.