Head of Operations

Role Objective

The incumbent will oversee to ensure efficient operations of Dubai branch, including, but not limited to operational workflows, cash management, customer service and security/safety processes, IT support service delivery and immigration related activities, in line with Bank/regulatory regulations. The job holder will supervise the team in effective delivery of archiving activities and will ensure timely processing of remittance transactions; review system reports, perform daily and monthly reconciliations, with focus on delivering quality service and effective operational support for all internal and external customers. The incumbent will oversee to ensure that the approved processes, procedures and systems are methodically followed by employees to deliver an efficient service to internal and external customers, ensuring that the related financial and operational risks are mitigated.

Detailed Roles and Responsibilities:

1. Constantly update self on business, economic, and competitive scenario, and recommend adequate suggestions/insights to the reporting authority, as appropriate.
2. Update self on the regulatory requirements/changes set by the Central Bank and other relevant government bodies, and suggest/make adequate changes in the section, including but not limited to staffing of employees, branch deliverables etc.
3. Develop and maintain robust working relationships with internal/external stakeholders of Doha Bank to facilitate functional/operational needs.
4. Monitor and oversee the development of budget for the branch, monitor variations and direct budget compliance and related documentation, in line with internal guidelines.
5. Represent Doha Bank at external events/meetings, as directed, to ensure optimization of branch operations/opportunities.
6. Guide the team in ensuring that the best solutions are made use of, in troubleshooting/resolving issues and that alternatives are suggested in relation to transactions effected through the branch, in close coordination with the internal stakeholders, as applicable.
7. Monitor/review the sales/operational progress effected through the branch team pertaining to various retail products, ensuring all performance standards are met by the branch in terms of the business targets, controls, compliance, and quality standards.
8. Perform daily updating/reporting of Branch reports against the various asset/liability product targets assigned to the branch, as applicable.
9. Review/monitor the financial standing and profitability of respective portfolio of client accounts across various retail asset/liability products to analyze performance and suggest/implement suitable means to augment business earnings.
10. Analyze the team structure, capabilities of existing staff and suggest requisite changes as needed.
11. Supervise direct reports in their day-to-day tasks and guide them in managing their performance by providing appropriate feedback and counseling.
12. Allocate work deliverables, and support employees in the team in efficient operations of day-to-day tasks and provide constructive and timely feedback to enhance performance.
13. Assess performance and learning needs of the employees and provide suggestions to the Branch Manager/Section Head on adequate training/coaching, as appropriate.

Educational Qualifications:

1. Degree in Business Administration with specialization in Banking and Finance, and/or Sales and Marketing from a recognized university.
2. Master’s degree in Management or any other related discipline.

Experience:

1. 15-20 years of total experience in financial services/banking industry, entailing responsibilities pertaining to the specific area of discipline.
2. Experience in branch operations, customer service/supervision and control role with a strong understanding of the banking industry, and best practices.
3. Knowledge of CBUAE regulatory framework.
4. Knowledge of relevant laws and regulations governing AML/KYC and cash & cheque handling.