Branch Operations Head

2 weeks ago

Ahmedabad, Gujarat, India Mashreq Full time
Gift City Operations Executive Job Description

This is a challenging opportunity to join our team at Mashreq and play a key role in managing operations for the Gift City Branch. As the face of operations to the IFSCA Regulator and RBI for Gift City, you will be responsible for ensuring that client expectations and service standards are continuously met and improved.

Key Responsibilities:
  • Manage Operations for Gift City Branch
  • Face of operations to the IFSCA Regulator and RBI for Gift City
  • Part of branch MANCO, ALCO etc committee as ops representative

You will engage offshore/back-office operations and stakeholder teams to ensure that client expectations and service standards are continuously met and improved through day-to-day basis and through documented periodic service reviews. You will also lead CX initiatives for the branch for operations.

Key Result Areas:
  • Management, Governance, Business relationship, Risk & Control Management

You will be accountable for plan, delivery, processes and controls in support of Branch operations to meet/exceed demands of the Bank's business, internal-external customers, regulators etc. Ensure qualitative review, participation in the annual budget planning exercise. Ensure the actual expenses is monitored, reviewed and controlled in partnership with Finance.

Regulatory and product environments are dynamic and ever-changing; ensure last mile deployments/practices on the floor through updated SOPs, Risk & Controls and continuous engagement with the team members. Ensure timely regulatory reporting and accuracy by the teams. Review & finalize with other key stakeholders Product approval programs / new product launches etc. And ensure that the teams are geared in terms of Ops preparedness to support the new/change launch.

Accountabilities:
  • Engage customers through formal service review calls/client level visits and structurally drive timely & qualitatively action points closures etc.
  • Effectively handle and front face branch before the regulators, auditors (external or internal), others.
  • Identify and influence change projects like process improvements, exception management etc. in support of service & cost targets and optimal resource utilizations.

Ensure branch has robust, updated, tested BCP, BIA, DR, etc. defined along with internal business partners and group stakeholders. Engage offshore/back-office operation teams to ensure that client expectations and service standards are continuously met and improved through day-to-day basis and through documented periodic service reviews.

Requirements:
  • Bachelor's degree

Minimum 12 to 15 years' experience across Trade, Corporate finance operations with relevant experience of customer queries & complaint handling. Preferably with CDCS, CAIIB / professional certificate etc. Wide based knowledge of other areas of banking viz. Treasury operations, Credit, General Banking etc. Very effective verbal and written communications skills.

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