Operations Manager

A reputable bank in the financial services sector is looking for a skilled professional to lead branch operations at its Samundri location. This permanent, full-time position requires managing all facets of branch banking to ensure smooth operations, regulatory compliance, and excellent customer service. The successful candidate will have at least three years of relevant experience, a bachelor’s degree, and a solid understanding of banking operations, compliance standards, and customer relationship management.

Key Responsibilities

Branch Operations Management:
Oversee and manage all branch banking activities to maintain operational efficiency and adherence to service quality standards. Supervise account opening and maintenance processes, ensuring compliance with internal policies and regulatory requirements such as KYC/AML, including periodic customer due diligence and timely resolution of alerts. Manage vault operations in line with bank procedures, ensuring accurate documentation of cash and collateral movements. Monitor daily cash closing and balancing, reporting any discrepancies as per policy.

Authorize and review branch transactions including cash payments, receipts, clearing, remittances, cheque issuance, term deposits, transfers, biometric cash withdrawals, ATM and locker management, and payment systems like CMS, MMS, RTGS, RAAST, and utility bill payments. Reconcile daily transaction logs and maintain secure records. Control branch operational expenses and ensure accurate cost allocation.

Supervise loan disbursements, including rollovers, top-ups, and waivers, verifying documentation completeness and compliance with approval protocols. Monitor collateral records and ensure gold evaluation follows CAD procedures. Oversee home remittances and ensure proper verification through systems such as BVS/NADRA Verisys.

Coordinate cash management with the Cash Management Department, maintaining fresh cash records per SBP guidelines, managing soiled cash disposal, and ensuring adequate machine-authenticated cash availability at counters. Manage PALRA reporting and ATM replenishment processes while adhering strictly to SOPs. Monitor accurate deduction of Zakat, taxes, and government levies, addressing any anomalies promptly.

Ensure no unauthorized entries remain pending in the core banking system at day-end. Conduct Business Continuity Plan (BCP) drills and manage actual BCP scenarios when necessary. Serve as Record Management Officer, overseeing archival processes in accordance with SOP.

Compliance:
Implement banking operations policies, SBP guidelines, and prudential regulations, ensuring timely communication and effective monitoring of compliance. Address operational non-compliance issues identified by audits or self-assessment, providing required evidence, action plans, and ensuring timely closure of audit reports. Monitor account opening form rejections and branch suspense accounts, ensuring regulatory transaction settlement timelines are met. Maintain vigilance for fraud alerts and report suspicious activities through appropriate channels.

Customer Satisfaction & Service Quality:
Ensure delivery of high-quality customer service aligned with established benchmarks. Maintain branch cleanliness, display required notices, and ensure availability of promotional materials. Promote cross-selling of bank products, particularly liability products. Manage customer complaints through the complaint management system, ensuring timely resolution and proper documentation.

General Administration:
Manage branch premises including security systems, keys, stationery, supplies, and fixed assets. Ensure security alarms are functional and passwords are updated regularly. Oversee insurance coverage for cash and gold, addressing excess limits and claims. Continuously assess security risks and recommend necessary precautions to safeguard branch assets.

Employee Management:
Monitor staff attendance, leave records, and workforce planning. Develop functional backups and ensure timely rotations to maintain operational continuity. Evaluate branch operations staff performance and maintain records of regulatory circulars and internal instructions. Facilitate capacity building and operational training by conducting training needs assessments and recommending improvements.

Required Qualifications
- Bachelor’s degree in a relevant field
- Minimum of 3 years’ experience in banking operations or related roles
- Proficiency in compliance quality control, MS Excel, branch management, customer service skills, and core banking systems such as T24

The bank is an equal opportunity employer committed to fostering diversity and inclusion. All qualified candidates are encouraged to apply regardless of age, color, gender, marital status, race, religion, or disability status.