Manager Retail Operations

Job description / Role

To direct the functioning of operation in CBI branches by providing the foundation & organizational structure to support business development, facilitate a strong control environment, maximize efficiency and cost control through bench-marked service delivery & operational standards, within the framework of corporate policies, procedures and local regulations

Duties and Responsibilities:

Branches, Direct Sales & Call Center
- Establish and implement comprehensive guidelines (Standard Operating Procedures) to institutionalized culture of strong internal controls to mitigate risk & alleviate operational losses arising out of transactions, fraud, staff negligence and errors which ultimately should reflect in a satisfactory audit and acceptable customer satisfaction. All processes have to be approved by Audit and related departments.
- Review operating procedures to simplify workflows and to ensure that they are workable, standardized, and cost effective and adequately cover branches operating risks ( e.g. Branch operations manual, RRO SOP, Tellers SOP, Branch Admin SOP, Call Center SOP, Direct Sales SOP & Operation Related Issues.
- Manage the effective implementation of all pre and post audit requirements to ensure satisfactory audit ratings of CBI branches, Direct Sales and Call Center. Ensure closure of pending Audit comments for RBG. Manage exit meetings with Audit departments for branches reports before sending the final report.
- Manage and control processing of activities at branches and ensure successful implementation of policy, procedures and delivery standards to achieve overall compliance with corporate and regulatory policies. Conduct regular full process reviews and follow-up reviews on the branches, Direct Sales and Call Center based on a pre-planned schedule designed at the beginning of the year, relying on check list prepared in line with different functions SOPs in place. The check list defines the processes and sub processes as well as the sample size to be reviewed. The period covered through reviews takes into account the last review date. Discuss all issues highlighted during the review with the respective Manager. Prepare executive summary to be forwarded to the Head of Retail Banking Group. Whenever necessary and depending on significance of findings, conduct meeting with the respective manager in the presence of the Head of Retail.
- Quarterly conduct Clean Desk Policy review either early in the morning before office hours or late in the evening after working hours in order to ensure compliance with Clean Desk Policy. Escalate report to the respective Manager and the group head for necessary disciplinary action.
- Regular update to the score cards used in the branches ,Direct Sales and Call Center scoring process. Every branch/Unit is given a final score based on its score cards result and using the following scoring Categories (High, Medium high, Medium, Low and well managed).
- Develop training material for branch staff on standard operating procedures to ensure a full understanding and implementation of the approved policies and procedures.
- Recommend system solutions to achieve operational uniformity and functional objectives at all branches/Units and to report any fault parameters in the system (e.g. setup of new products, LBC setup for FCY accounts, dormant accounts, access level change for staff, etc)
- Institute proactive management of anti-money laundering and compliance processes at CBI. Monthly reporting to Compliance department.
- Cash Management for branches cash in hand and onsite ATMs, ensure providing sufficient and within limit cash for branches.
- Daily reconciliation and balancing of Cash pool service GL and instructing branches to post the related entries of Central bank deposits. Ensure keeping the approved cash overnight limit with TG/G4 and branches.
- Regular review of dormant accounts (Zero Balance, Debit balances and Credit balances) and implementing action to be taken for debit and zero balance accounts.
- Monthly reconciliation and posting of un presented Manager Cheques in coordination with branches and finance department.
- Suggest and implement decentralization/centralization of functions between COPs and Branches (Dormant account release, Stop payment process, etc.)
- Ensure SLAs are followed between branches, Direct Sales and call Center and other departments and regular improving of TAT for various functions carried out by COPs and Retail Credit on daily basis via daily reports.
- Coordinate opening of new branches between business and other departments in the bank and CB (CB approval, routing number, audit visit, opening of GLs, access level for staff, etc)
- (Transfer/new recruits) in coordination with HRD.
- Managing and evaluate cost center change of accounts between RBG and CBG.
- Daily monitoring of Override transactions and FD interest rates at the branches to ensure carded rates are granted and if any special rates approval is obtained also override transactions are approved by retail credit.
- Ensure proper communication between HO and branches, Call Center and Direct Sales by creating A General instructions files as a guideline for all instructions issued/revoked by RBG HO.
- Perform any other duties or responsibilities consistent with the role as assigned by management.

Retail Control
- Daily to ensure that defaulted customers (0 -30) days are being contacted by the respective branches.
- Daily report of the status of the defaulters (0-30) days and the success rate of amounts collected.
- If known that customers terminated /resigned this has to be immediately reported to CCRD.
- All retail expenses to be reviewed regularly and to propose changes for cost reduction. This includes and not limited to daily operating expenses incurred by retail, stationery control,etc.
- Monthly review of all manual collected charges by the branches and COPs to control the fees/charges collected and identify any revenue leakage.
- Monthly report of exceptions identified of uncollected fees/charges/wrong interest rates,etc.

Requirements

- University degree
- At least 5 year experience in the Banking Operations
- Working knowledge of process design and banking system
- Good Knowledge of the banks SOP and OPM


Other Skills Required for the Job:
- Good analytical skills
- Excellent oral and written communication skills
- Ability to communicate and deal with others
- To have a strong personality and ability to impress
- Patience and calmness when working under pressure

Working Conditions:
- The job requires a reasonable level of planning and organization
- Good analytical skills
- Patience and calmness when working under pressure

About the Company

Founded in 1991, Commercial Bank International is an award winning full-service commercial and retail bank offering simple and easy-to-understand products and services.

Our aim is to attract, develop and retain the very best people by offering a motivating and inclusive workplace where talent is recognized and developed. At CBI we will give you the opportunities you need to get more from your job. We'll help you grow and progress by acknowledging your talent, and rewarding you well. In return you'll give us your energy, enthusiasm and the drive to deliver results.

That way, we all have a promising future.