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Operations Manager
Business Development Department, All Cities
Apply By Dec 21, 2020
Job Description (total positions: 35+, posted on: Nov 21, 2020)

Transaction Processing:

  •   Responsible for counter services in the branch with a view to achieve timely and accurate processing of deliverables in a personalized environment.
  •   Approval and supervision of daily transactions relating to cash, cheque deposit / withdrawals (including remittance, clearing and collection instruments) Account opening, Loan Processing, Cheque Book issuance, ATM issuance, Dormant/inoperative account, Stop payment etc.
  •   Reconciliation of all cash suspense/sundry accounts on a daily basis.
  •   Checking of system generated reports on a daily basis.

Service Delivery:

  •   Managing service delivery - observation of queue time and length / taking action as needed to capacitive serving counters and /or managing customer traffic.
  •   Resolving investigations and inquiries initiated by customers.
  •   Liaise with sales and service staff to ensure that adequate support is provided in facilitating branchs service delivery standards.
  •   Improved service standards and minimum turnaround time.
  •   Responsible for calling to loan customer after completion of all Loan documents

Risk and Control Management:

  •   Review of systems and controls on a regular basis, identifying bottlenecks and control weaknesses with a view to achieving improvements in coordination with IT and Operations
  •   Ensuring that branch activities are carried out strictly in accordance with the laid down FMBL SOP, S/ Circulars’ and SBP guidelines.
  •   Exercising effective dual control over cash along with daily monitoring of cash holding levels to attain optimum holding levels.
  •   Custodian of all relevant Keys (strong room, cash vault, and gold safe) and custodian of cheque books, security stationary/AOF, SS cards Loan documentations, Legal booklets and PDCs.
  •   Maintenance of all registers.
  •   Responsible for supervision of all operations functions like account opening documentation, / Loan documentation and correct input of data in hPLUS.

Cash Management:

  •   Maintenance of cash over counters and vault within assigned limits.
  •   Minimum instances of overnight excess cash.
  •   Timely disposal of excess cash with all required safety measures or approval of excess cash taken by HO

ATM Management:

  •   Monitoring and processing of all activities pertaining to ATM operations and ensuring that ATM cash is balanced.
  •   Proactively monitoring ATM downtime to maximize customer satisfaction and resolve all technical issues through close coordination with operations and IT department.
  •   Control over ATM cash including replenishment and captured cards.
  •   Supervision and monitoring of all ATM card deliverables and reconciliation.
  •   Investigation and resolution of all abnormalities relating to ATM transactions.


  •   Provide support to branch staff to streamline the process of money laundering monitoring as required
  •   Interviewing of customer regarding KYC and checking of KYC related documents.
  •   In coordination with Branch Manager, identify any breaches of regulatory requirements or ethical standards, where there is a potential risk to the reputation of the Bank
  •   Ensure compliance of relevant SOPs at all times
  •   Ensure the process of suspicious transaction reporting is followed in line with SOPs
  •   Ensure internal / external controls at Branch level
  •   Timely rectification of audit observations and plans thereof to avoid repetition of the same.
  •   Immediate reporting and follow up of fraud and forgery, litigation and policy deviation with RM/HO.
  •   Ensure timely reporting of different periodical statements to HO or any other information asked from time to time.
  •   Ensure charges recovered/deducted as per FMBL SOC, NO income leakage in branch

Staff Supervision & Coaching:

  •   Daily organization of workflow within assigned team.
  •   Regular on job coaching and training of team.
  •   Timely and accurate preparation / submission of all reports.
  •   Preparation, analysis and submission of reports relating to withholding tax accounts, suspense accounts, commission income,
  •   To maintain and record fixed assets of the branch and ensure required depreciation entries and executed on time.
  •   To ensure all expenses are recorded against proper and approved bills and claim vouchers.
  •   Staff evaluation. High performers to be identified for the higher responsibilities.
  •   Active participation in providing suggestions in improvement of existing procedures.
  •   Training to Branch ops staff on operational controls and procedures.
  •   Optimization of staff productivity.


  •   Desired cost efficiency to be maintained
  •   In case of any emergency in branch inform Regional Manager/Admin Department.
  •   To ensure branch is maintained in line with desired standards and all necessary repair and maintenance work is addressed in a timely fashion.
  •   Retention of hold mail statements and advised under dual custody.
  •   Act as Branch Security Officer.
  •  Back up of Branch Manager.

Core Competencies:

  • Detail oriented.
  • Strategic and critical thinker.
  • Proficient in oral and written communication.
  •  Leadership
  •  Time management
  •  Relationship building
  • High degree of knowledge of branch operations, and its products and services.
  •  Substantive knowledge in bank’s policies and procedures, credit policies, account servicing & management, client servicing and backroom operations.
  • Financial analysis.

Required Skills

Leadership, Customer Service Operations, Operations Administration, Operations Responsibility,

Banking/Financial Services
Job Type
Full Time/Permanent ( First Shift (Day) )
No Preference
Minimum Education
Degree Title
Minimum Graduation preferably in Commerce.
Career Level
Experienced Professional
Minimum Experience
1 Year(Minimum 1 year of relevant experience, (Females are encouraged to apply))