Area Operations Manager

Division/Department: Taqwa Islamic Banking 

Grade Range: AVP 1 to VP 1.

Reports To: Regional Business Head (RBH)

Job Summary:

The role shall be responsible for supporting RBH/Area Manager and Head Operations IBD in ensuring proactive management of branch banking operations. AOM shall attend the routine issues of the domain branches and will coordinate with concerned offices for their resolution.

AOM shall visit the branches periodically, for ascertaining compliance status of SBP’s directives and Bank’s instructions, guidelines, SOPs, Manuals and Policies; AOM shall undertake periodical inspections and physical verification for ensuring compliance of the same, with special emphasis on SBP’s KYC/AML Regulations and SBP Currency Management Strategy. AOM shall ensure that staff are imparted adequate and appropriate trainings.

Major Duties & Responsibilities to perform the Role:

Operational Control & Visits

a) Plan, implement and control domain branches’ operations, by ensuring meticulous compliance of IBD Operations Manual, Operational Risk Management Policy, extend full support to operational staff, adopt problem-solving approach to achieve region’s operational goals. Ensure adherence to Shariah and general banking rules, regulations, procedures and policies by all domain branches. Formulate measures to implement contingency plans, undertake disaster recovery management etc.

b) Visit domain branches regularly, to check branch operations; ROM/AOM Checklist etc may be used for ascertaining compliance of the prescribed directives and instructions. During visits, AOM shall review status of operational activities including lockers, overdue rent, AOFs of accounts opened since last visit, approvals obtained regarding account operations, expired CNICs, staff account statements, third party-mandates, cheque book operations, ATM operations, dormant accounts and their re-activation, GL balancing, review of sundry accounts, branch IT operations etc.

c) Submit copies of Visit Report to RBH/Area Manager and Head IBD Operations, highlighting major findings and suggest corrective actions and strategies for implementation thereof.

d) Manage the hiring, placement and transfers of staff in coordination with RBH/Area Manager and Head IBD Operations, along with monitoring branch staff IDs and their roles and responsibilities.

e) Proper implementation of SBP Clean Note Policy and Currency Management Strategy. Manage and review cash operations of the branches, including cash shipments, monitoring of cash keys custody, cash counter limits and insurance / mobile vault arrangements, monitoring and reconciliation of accounts with other banks, CTR monitoring, physical cash inspections during visits, cash counter arrangements, cash feeding arrangements etc.

f) Review the processing and approval arrangements of branches’ requests for high risk accounts, deceased accounts payments, issuance of duplicate instruments, change of customers’ particulars and other such requests.

g) Manage security arrangements of branches in coordination with IBD-Head Office.

Audit & Compliance

a) Endeavour to improve the Audit Rating / Category of branches.

b) Ensure the rectification of Audit Irregularities and closure of Audit Reports within the prescribed timeline.

c) Develop appropriate strategies for controlling the repetition of Audit Irregularities in future.

d) Monitor income leakages and ensure the prompt recovery thereof.

e) Ensure implementation of DCFC and RCSA and monitor daily update.

f)  Conduct monthly meetings with DBOMs to discuss matter / issues regarding branches operations.

Quality Service & Assurance

a) Improve quality of customer service by creating a framework to establish accountability of operational issue.

b) Ensure and maintain operational efficiency in the branches by designing and implementing smooth workflow, with a view to improve the QA Audit category.

c) Monitor and control operational activities of branches, with a view to motivate, recognize and reward best performers.

d) Educate and guide the staff in the context of attire, communication, customer dealing etc.

e) Efficient and effective disposal of customer complaints and enquiries.

f)  Ensure that the branch premises are properly maintained and are presentable, so as to provide conducive banking environment to the customers

Financial & Operational Discipline

a) Maintenance of Financial and Administrative discipline in the Branches.

b) Ensure that branches remain within their respective allocated budgetary limits, by controlling expenses under various heads.

c) Ensure uninterrupted and smooth flow of information through emails and statements to IBD-HO and other offices.

d) Ensure punctuality, observance of dress code and adherence of office timings by the branches.

e) Ensure daily checking of branches activity report, Suspense & Sundry Ledgers and reconciliation of accounts of the branches.

f) Ensure Prompt actions on lost instruments and timely replenishment of cash in ATMs in branches.

g) Advocate congenial atmosphere in branches among colleagues and clients.

h) Develop appropriate strategies to minimize chances of fraud and forgery cases in branches.

i)  Ensure Shariah Compliance environment and atmosphere in the Region and the branches.

j)  Ensure that the correct / accurate profit rates are applied.

Staff Matters

a) Ensure the effective and efficient management of all staff-related matters.

b) Maintain MIS of Staff Trainings and ensure that all staff members receive the appropriate trainings.

c) Ensure that staff is aware of the pertinent directives, instructions and guidelines, as revised and applicable from time to time.

Management of AOM Office / Coordinators

a) Manage the AOM Office coordinators team.

b) Manage all matters routed through AOM Office.

Others

a) Ensure that the updated IBD Operations Manual and other crucial documents are available with the branches.

b) Ensure that branches submit correct and timely data / information, as required from time to time.

c) Make investigations and inquiries as assigned by RBH.

d) Support RBH in various activities including branch expansion plan, opening of new branches, closing / transfer of branches, branches renovation, archiving of old record, stationery management of domain branches, software migration / update, data collection for SBP inspections etc.

e) Monitor and manage sensitive matters related to Zakat, Unclaimed Deposits, Statements of Accounts Returned etc.

f) Any other task assigned by the RBH Office.

Relevant Experience: 2-5 years of relavent experience

Qualification: Graduation, Masters, Other Professional Qualification

Location:  Islamabad