Manager - Operations - Service Delivery

Job Summary:

- As an Operations Manager, you will be responsible for leading the Service Team to ensure exceptional service delivery and operational excellence.

- Your role involves overseeing portfolio management, retaining and growing customer accounts, and ensuring strict adherence to banking guidelines and quality frameworks.

- You will be accountable for authorizing and checking various entries and transactions, as well as managing vault and key responsibilities.

Key Responsibilities:

Team Leadership:

- Lead, motivate, and develop the Service Team to achieve high levels of performance and service excellence.

- Set clear goals and performance expectations, and provide regular feedback and coaching.

- Foster a collaborative and positive work environment to enhance team productivity.

Service Excellence:

- Ensure superior service delivery to enhance portfolio management and control client retention.

- Implement strategies for effective cross-selling to maximize opportunities and drive growth.

Compliance and Quality Assurance:

- Ensure all operations comply with banking guidelines, quality frameworks, and audit requirements.

- Regularly review and update processes to maintain compliance and improve efficiency.

Transaction Management:

- Authorize and review RO (Receipt Orders) and SO (Sales Orders) entries to ensure accuracy and completeness.

- Verify and check vouchers to clear transactions and resolve discrepancies.

Vault and Key Custodianship:

- Act as the custodian for the vault and keys, ensuring secure handling and management.

- Conduct regular audits and reconcile discrepancies to maintain security and control.

Audit and Reporting:

- Prepare and present reports on team performance, transaction accuracy, and compliance status.

- Coordinate with internal and external auditors during inspections and reviews.

Qualifications:

- Degree in Business Administration, Finance, or a related field (or equivalent work experience).

- Proven experience in a similar role within the banking or financial services industry.

- Strong leadership and team management skills.

- Excellent understanding of banking guidelines, quality frameworks, and audit requirements.

- Proficiency in transaction management and financial documentation.

- Strong organizational and analytical skills.

- Ability to work under pressure and handle sensitive information with discretion.