Head of Centralized Operations

  • See description
  • Mumbai, Maharashtra, India
  • Permanent, Full time
  • Qatar National Bank (QNB)
  • 24 Sep 16

You will be responsible for all the operational aspects and QNB’s presence in India to the highest level of service and quality.  Reporting to the Country General Manager, you will be responsible for all of the Department’s annual budgeting, manpower planning processes and monitoring. 

Role Description

You are required to be able to do the following:

Create Key Performance Indicators (KPIs) for performance monitoring and quality measurement purposes for the Branch Operations department/ unit and monitor their achievement on periodic basis.

Lead and guide the Branch Operations department/ unit’s annual budgeting process.

Liaise with Branch Managers on operational matters, as and when required.

Finalize Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turn-around time (TAT) which will also help increase external customer satisfaction.

Build and maintain strong and effective relationship with the all other related departments and units to achieve the Group’s goals/ objectives.

Provide timely and accurate information to the external and internal auditors and the compliance function as and when required.

Drive the establishment of any new branch(es) in assigned country.

Responsible for Finance, IT, Operations, Security and Property.

Ensure full compliance with all procedures including local Regulator and QNB practices.

Responsible for all “non-customer facing” aspects of the business.

Develop programs and action plans to meet service and productivity goals.

Conduct periodic self-audits to ensure quality standards are maintained and refer issues to the management.

Recommend and implement the operations plans and objectives in line with the overall business plan.

Manage human and processing resources and systems relationships to maximize quality and quantity of service while reducing costs.

Responsible for managing external vendors within the assigned departments.

Review internal control and regulatory requirements and modify affected operations programs/reports accordingly.

Establish, maintain and enhance communications with the appropriate line areas;  may act as operations customer link to facilitate the flow of information, to develop the necessary support systems, and to ensure the achievement of business objectives.

Represent QNB at community events when required.

Analyse and keeps abreast of changes in internal control and regulatory requirements and may develop programs to ensure compliance.

Contribute to business reengineering and continue improvement initiatives as and when required.

Responsible for monitoring and recommending training needs for the Branch Operations personnel.

Identify any areas for professional development of self and all direct reports, and act to enhance professional development of self and others.

Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.

All other ad hoc duties and/or activities related to QNB that management may request of the employee from time to time

Deep rooted understanding of banking operations, pertinent to a branch environment in particular.

Ability to effectively communicate orally and in writing in local language, English and Arabic (preferred).

Detail oriented.

Computer proficient (MS Office and bank applications).

Well-developed strategic perspective and forward planning ability.

Ability to manage the design, building and implementation of processes and systems.

Knowledge of the relevant regulatory requirements and best practices relating to branch operations..

Qualifications

You should possess at least Bachelor degree  Masters holders are preferred.

At least 15 years of relevant experience in the banking industry with special emphasis on branches operations.