Banking Services Manager

The Banking Services Manager at Mobilink Microfinance Bank Ltd. (MMBL) plays a pivotal role in overseeing branch operations to ensure compliance with bank policies and regulatory standards. This position involves leading and supervising branch staff, maintaining a customer-centric environment, and managing both financial and non-financial transactions with a focus on security and confidentiality. The manager coordinates closely with internal departments, handles customer complaints, and manages HR and administrative functions to ensure smooth and efficient banking operations that enhance customer satisfaction.

Key Responsibilities

- Lead and supervise the branch operations team, acting as the primary overseer of branch affairs in collaboration with the Branch Manager to achieve optimal results.
- Ensure strict adherence to the bank’s policies, procedures, and State Bank of Pakistan (SBP) prudential regulations in all branch activities.
- Foster a working environment that prioritizes excellent customer service and attention.
- Monitor staff compliance with Standard Operating Procedures (SOPs), controls, and recommend timely staff rotations to maintain operational efficiency.
- Enforce the concept of dual control, ensuring the security and confidentiality of cash safe keys, test keys, passwords, and related access codes.
- Oversee the joint signing and proper sealing of all computer-generated input/output reports, maintaining accurate records.
- Coordinate and respond to audits conducted by internal, external, SBP, and internal control teams, ensuring timely compliance with audit findings.
- Monitor cash limits in the safe and on counters, ensuring proper cash management.
- Prepare and submit various Management Information System (MIS) reports and confirmations as required.
- Address and resolve customer complaints promptly to maintain high service standards.
- Ensure independent account balancing and monthly reconciliation of suspense, excess, shortage, and prepaid expense accounts.
- Maintain and balance security stationery in accordance with SOPs.
- Supervise account opening processes and maintain related records.
- Ensure daily balancing of cash books, vaults, and preparation of necessary reports.
- Manage all branch departments including Deposits, Cash Tellers, Bills, Clearing/Remittances, HR, Credits, Jazz Cash, Borrower/Non-borrower accounts, Recoveries, and other banking activities, while maintaining internal controls and minimizing operational risks.
- Authorize and supervise all financial and non-financial transaction requests in real time, ensuring no unauthorized transactions remain at day-end.
- Ensure adequate staff backup for critical positions and monitor staff punctuality and adherence to the bank’s dress code.
- Nominate staff for training in consultation with the Line Manager.
- Promote coordination and cooperation among bank departments to ensure smooth business operations.
- Monitor staff behavior and report any suspicious activities.
- Supervise custody and record-keeping of Post-Dated Cheques (PDCs), gold, passbooks, duplicate keys, ATM combination codes, and other security items.
- Manage HR and administrative matters related to branch staff.
- Ensure all processes are completed successfully before day-end, including verification and stitching of physical vouchers with User Activity Reports.
- Perform any other duties assigned by the Line Manager.

Required Qualifications

- Bachelor’s degree in Marketing or Commerce from a reputable institution.
- Minimum of 5 years of relevant work experience in banking or financial services.

Preferred Qualifications and Benefits

- An MBA degree is preferred, subject to approval.
- Join MMBL and be part of a leading microfinance bank serving over 48 million registered users with a strong focus on financial inclusion through innovative digital and branchless banking solutions.
- Work in a dynamic environment that values innovation, entrepreneurship, teamwork, and a customer-centric approach.
- This role offers the opportunity to contribute meaningfully to transformative change, empowering millions with tools to succeed in the digital economy.

This position is based at the Ahmadpur East Branch and offers a chance to grow professionally while making a significant impact in the financial services sector.