VP - Onboarding & Servicing - Retail Banking Ops.COE Pak - Retail Banking Ops - CCAM.Operations Group-PAKCOE

Mashreq Bank
Job Description

1 Job Title:
Head of Onboarding & Servicing
Department
Retail Banking Operations, CCAM Ops
Direct Supervisor
EVP Global Head of Retail Banking Operations.
Pay Band
M
2 Job Purpose
- The role typically involves overseeing and managing the strategic direction and operations of Account Onboarding & Servicing, ATM networks, and cash management functions within an organization.

- Develop and implement strategies for accounting services, ATM operations, and cash management to ensure efficient and secure transactions.

- Manage day-to-day operations, ensuring that all services meet regulatory requirements and organizational standards.

- Build and maintain strong relationships with key clients, ensuring their needs are met and addressing any issues that arise.

- Lead and mentor a team of professionals, fostering a collaborative and high-performance work environment.

- Identify opportunities for process improvements and implement new technologies to enhance service delivery and operational efficiency.

- Oversee budgeting, forecasting, and financial performance of the accounting services and cash management departments.

- Ensure robust risk management practices are in place to mitigate potential threats related to cash handling and ATM operations.

3 Dimensions
Operating Budget


Number of Staff

Capital Exp. Budget


N/A Other



4 Key Result Areas
- Ensure smooth and efficient operations for account opening, servicing, ATM management, and cash handling processes. This includes minimizing downtime and optimizing transaction processing times.

- Maintain high levels of customer satisfaction by ensuring that account services, ATM operations, and cash management meet or exceed customer expectations. This involves addressing customer complaints promptly and effectively.

- Ensure all operations comply with regulatory requirements and internal policies. Implement robust risk management practices to mitigate potential risks associated with cash handling and ATM operations.

- Achieve financial targets related to account services, ATM operations, and cash management. This includes managing budgets, controlling costs, and maximizing revenue opportunities.

- Drive the adoption of new technologies and innovative solutions to improve service delivery and operational efficiency. This includes implementing advanced ATM features and digital account servicing tools.

- Lead and develop a high-performing team. Provide training, support, and career development opportunities to ensure team members are skilled and motivated.

- Develop and execute strategic plans for accounting services, ATM operations, and cash management. Align these plans with the overall business objectives of the organization.

- Build and maintain strong relationships with key stakeholders, including customers, vendors, and internal departments. Ensure effective communication and collaboration to achieve common goals.

5 Operating Environment, Framework and Boundaries, Working Relationships
- Adhering to established policies and procedures for account opening, servicing, ATM operations, and cash management.

- Aligning departmental activities with the organization's strategic goals and objectives.

- Operating within budgetary constraints while striving to achieve financial targets and operational efficiency.

- Ensuring all operations are within the legal and regulatory boundaries set by financial authorities.

- Collaborating with other departments such as IT, compliance, risk management, and customer service to ensure seamless operations.

- Reporting to senior management and providing updates on departmental performance, challenges, and strategic initiatives.

- Managing relationships with external vendors and service providers for ATM maintenance, cash handling, and technology solutions.

6 Problem Solving
- Addressing and resolving issues related to the efficiency and effectiveness of account opening, servicing, and ATM operations. This includes troubleshooting technical problems, optimizing processes, and ensuring smooth transactions.

- Handling customer complaints and issues related to accounting services and ATM transactions. This involves identifying the root cause of problems, implementing solutions, and improving customer satisfaction.

- Ensuring that all operations comply with regulatory requirements and internal policies. This includes identifying potential risks, developing mitigation strategies, and ensuring that all processes are secure and compliant.

- Solving problems related to the integration and maintenance of banking technologies. This includes working with IT teams to implement new systems, upgrade existing ones, and ensure that all technological solutions are functioning correctly.

- Managing resources effectively to ensure that all operations are adequately staffed and equipped. This involves solving issues related to staffing, budgeting, and resource allocation.

- Developing and implementing strategic plans to address long-term challenges and opportunities. This includes identifying areas for improvement, setting goals, and developing action plans to achieve those goals.

- Resolving issues related to vendor performance and stakeholder expectations. This involves negotiating contracts, managing relationships, and ensuring that all external partners meet their obligations.

- Using data analytics to identify trends, make informed decisions, and solve complex problems. This includes analyzing performance metrics, customer feedback, and operational data to drive improvements.

7 Decision Making Authority & Responsibility
- Developing and implementing strategies for account services, ATM operations, and cash management to align with the organization's overall goals.

- Making day-to-day operational decisions to ensure an efficient and effective delivery service. This includes decisions on process improvements, resource allocation, and technology implementation.

- Overseeing budgeting, financial planning, and cost management for the department. This includes approving expenditure and investments related to accounting services and ATM operations.

- Ensuring all operations comply with regulatory requirements and internal policies. This includes making decisions on risk mitigation strategies and compliance measures.

- Hiring, training, and managing staff within the department. This includes making decisions on promotions, performance evaluations, and team development.

- Leading and managing the department to achieve operational excellence and high levels of customer satisfaction.

- Developing and executing strategic plans for account services, ATM operations, and cash management. This includes setting goals, monitoring progress, and adjusting strategies as needed

- Ensuring that customer needs are met and that any issues are resolved promptly and effectively. This includes maintaining high standards of service quality and customer satisfaction.

- Continuously improving processes and systems to enhance efficiency and effectiveness. This includes implementing new technologies and best practices.

- Managing the department's budget and financial performance. This includes monitoring expenses, optimizing costs, and ensuring financial targets are met.

- Ensuring that all operations comply with regulatory requirements and internal policies. This includes implementing robust risk management practices to safeguard against potential threats.

- Building and maintaining strong relationships with key stakeholders, including customers, vendors, and internal departments. This includes effective communication and collaboration to achieve common goals.

8 Knowledge, Skills and Experience
- Typically, 10+ years of experience in banking or financial services, with a focus on account management, ATM operations, and cash management

- Understanding of banking technologies, including digital onboarding systems, ATM software, and cash management tools.

- In-depth understanding of banking operations, account management, ATM networks, and cash management processes.

- Skills in optimizing processes, improving service delivery, and managing resources effectively

- Proven experience in a leadership role, managing teams and driving strategic initiatives

- Experience in managing projects, particularly those related to technology integration and process improvement

- Ability to develop and implement long-term strategies that align with organizational goals

- Proficiency in budgeting, financial planning, and cost management

- Strong verbal and written communication skills to interact with stakeholders, present reports, and lead meetings

Job Holder


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Line Manager



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Approved By


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