Branch Operations Manager

Key Responsibilities

1.    Transaction Processing

•     Responsible for counter services in the branch with a view to achieve timely and accurate processing of deliverables in a personalized environment.

•     Approval and supervision of daily transactions relating to cash, Cheque deposit / withdrawals (including remittance, clearing and collection instruments) Account opening, Cheque Book issuance, Dormant/inoperative account, Stop payment etc.

•     Reconciliation of all cash suspense/sundry accounts on a daily basis and during the day.

•     Checking of system generated reports on a daily basis. 

2.      Service Delivery 

•     Managing service delivery - observation of queue time and length / taking action as needed to capacitive serving counters and /or managing customer traffic. 

•     Resolving investigations and inquiries initiated by customers.

•     Liaise with sales and service staff to ensure that adequate support is provided in facilitating branch's service delivery standards. Improved service standards and minimum turnaround time.

3.      Risk and Control Management

•     Review of systems and controls on a regular basis, identifying bottlenecks and control weaknesses with a view to achieving improvements in coordination with IT and Operations

•     Ensuring that branch activities are carried out strictly in accordance with the laid down LOLCMFBL SOPs/ Circulars’ and SBP guidelines. 

•     Exercising effective dual control over cash along with daily monitoring of cash holding levels to attain optimum holding levels. 

•     Custodian of all relevant Keys (strong room, cash vault, and gold safe) and custodian of Cheque books, security stationary/AOF, SS cards.

•     Maintenance of all registers.  Responsible of all other documentations maintain at branch.

4.      Cash Management 

•     Maintenance of cash over counters and vault within assigned limits.

•     Minimum instances of overnight excess cash.

•     Timely disposal of excess cash with all safety measures or approval of excess cash taken by HO.

•     Responsible to reconcile all cash related matters manually and balanced the balances according to system balances provided by finance department. 

5.      Compliance & Audit Functions

•     Provide support to branch staff to streamline the process of AML monitoring as required.

•     Interviewing of customers regarding KYC and checking of KYC related documents. 

•     In coordination with Branch Manager, identify any breaches of regulatory requirements or ethical standards, where there is a potential risk to the reputation of the Bank 

•     Ensure compliance of relevant SOPs at all times.

•     Ensure the process of suspicious transaction reporting is followed in line with SOPs 

•     Ensure internal / external controls at Branch level. 

•     Timely rectification of audit observations and plans thereof to avoid repetition of the same.

•     Immediate reporting and follow up of fraud and forgery, litigation and policy deviation with

AM/RBH/HO.

•     Ensure timely reporting of different periodical statements to HO or any other information asked from time to time.

•     Ensure charges recovered/deducted as per LOLCMFBL SOC, NO income leakage in branch.

6.      Staff Supervision & Coaching 

•     Daily organization of workflow within team. Regular on job coaching and training of team. 

•     Timely and accurate preparation / submission of all reports. 

•     Preparation, analysis and submission of reports relating to withholding tax accounts, suspense accounts, commission income. 

•     To ensure all expenses are recorded against proper and approved bills and claim vouchers. 

•     Staff evaluation. High performers to be identified for the higher responsibilities. 

•     Active participation in providing suggestions in improvement of existing procedures. 

•     Training to Branch ops staff on operational controls and procedures.  Optimization of staff productivity. 

7.      Administration

•     Desired cost efficiency to be maintained. 

•     In case of any emergency in branch inform Regional Business Head/Admin Department/HO.

•     To ensure branch is maintained in line with desired standards and all necessary repair and maintenance work is addressed in a timely manner. 

•     Act as Branch Security Officer.

•     Back up of Branch Manager.

•     Any other assignment assign by the line manager.

Any other job as assigned by the immediate supervisor/Senior Management.