Area Operations Manager - Islamabad, Rawalpindi, Abbottabad

This role involves overseeing branch operations to ensure compliance with banking policies, regulatory requirements, and internal procedures. The position focuses on maintaining operational efficiency in a risk-free environment, enhancing customer satisfaction, and supporting business growth. The incumbent will lead teams, manage risk and audit processes, and drive cost-effective operations while fostering strong relationships with customers and staff.

Key Responsibilities

Control & Compliance
Ensure adherence to bank Standard Operating Procedures (SOPs), directives, policies, and regulatory requirements to achieve operational efficiency and risk mitigation. This includes avoiding penalties from the State Bank and securing favorable audit outcomes. Implement scheduled procedural checks at assigned branches, identify and report non-compliance issues, and take corrective action promptly.

Customer Services
Develop and implement structured review processes at branches to maintain a conducive work environment, deploy and retain skilled staff, and ensure procedural and regulatory compliance. Focus on deepening customer relationships through cross-selling and retention strategies. Provide guidance to resolve customer cases efficiently, improving overall customer experience. Regularly analyze service levels, business data, and transaction trends to refine tactics that enhance service delivery and promote alternative service channels.

Risk Management & Audit
Ensure strict adherence to all control measures as per guidelines, with zero tolerance for lapses. Respond promptly to legal matters and external agency inquiries in compliance with bank policies and coordination with internal stakeholders. Apply security policies as directed by the Security department to minimize risks. Ensure all processes comply with bank policies to achieve optimal ratings in internal, external, and regulatory audits.

AML/CFT Compliance
Provide oversight and guidance to ensure full compliance with Anti-Money Laundering (AML), Counter Financing of Terrorism (CFT) regulations, and Know Your Customer (KYC) guidelines. Regularly review KYC status, customer profiles, and conduct risk assessments. Authorize transactions daily to ensure adherence to required processes that prevent money laundering and terrorist financing.

Cost Management & Business Growth
Manage variable costs within assigned areas, maintaining expenses at minimum levels and within budget to maximize branch efficiency. Support business growth by ensuring high customer satisfaction, participating in deposit retention efforts, and identifying cross-selling opportunities alongside branch managers. Continuously evaluate service levels and business data to adjust strategies for improved service delivery and increased use of alternate channels.

People and Relationship Management
Lead Branch Operations Managers by setting clear objectives, conducting performance appraisals, and providing ongoing feedback to ensure staff understand their goals and performance standards. Maintain close collaboration with Area Managers to anticipate evolving service needs and proactively adjust branch operations. Conduct regular skill gap analyses for customer service staff, accurately identify training needs, and facilitate appropriate training programs.

Required Qualifications
- Bachelor’s degree
- Minimum six (6) years of experience as a Branch Operations Manager

No preferred qualifications or benefits were specified for this role.