Commercial OPS Middle Office Unit Manager

KEY RESULT AREAS
Transactional Operations Scope:

• Trade Finance Import, Export and LGs Transactions including Customers’ requests and Documents handling between Customer and Foreign Trade Centre
• Payments and Remittance Transactions by handling customers’ requests
• Wholesales Credit Admin by Obtaining Transactional Credit Approvals
• All activities related to Commercial Transactions Operations

Main Stakeholders:

• Customer Experience
• Corporate Business
• Business Banking and SMEs Business
• Foreign Trade Center
• Payment and Remittance Centre
• Wholesales Credit Admin
• GTB
• Treasury
• Compliance
• Operations Excellence, Governance and Controls

The Commercial Operations Middle Office Unit Manager will be responsible for:

• Leading and managing the centralized Commercial Operations Middle Office Unit.
• Support Commercial Ops Middle Office Assistant Managers and Officers to effectively handle Customers’ requests on a timely manner and with the required level of accuracy to meet the agreed Service Level Agreements between Operations Units and Business Lines
• Reviewing and monitoring of service quality through SLAs with the support units and Customers Experience Unit.
• Develop and maintain efficient workflow systems to meet customers’ expectations, process improvement requirements and digital transformation.
• Work Closely with Line of Business (Corporate & Business Banking) and Operations Unit heads to enhance Transactional Operations Workflow and identify the enhancement opportunities
• Ensure SOPs are in place, correctly followed and reviewed on an annual basis by all Commercial Operations Middle Office locations.
• Establish SLAs with support functions and monitor Operations & other support functions to ensure seamless service delivery as per agreed SLAs.
• Provide Guidance to all MBEG branches to adhere to compliance and regulatory requirements related to Commercial Transactions
• Monitor exceptions reporting and recommend suitable action wherever required
• Maintain efficient and flexible capacity management
• Execution of RCSA, internal GRC related requirements
• Maintain effective Business Continuity Management

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7-10 or more years of banking experience covering most areas of banking with extensive knowledge of operations, risk management, trade finance, Payments operation and customer service.
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Of the above, minimum 5 years of experience in working in a reputed bank at management level.
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Ability to understand policies / procedures and implement and modify the existing practices, if need arises.
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As part of the First Line of Defense must have strong level of knowledge related to Regulatory & Combating Financial Crime Requirements to maintain regulated Commercial Operations Transactions service delivery
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Strong inter-personal and communication skills and ability to make positive influence.
Leadership and People Development