6 Jan 2016

SCB Job Vacancy : Head, Branch Operations

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Job Purpose:
To deliver quality service to clients through efficient and accurate processing, while projecting a professional and warm image in all interpersonal communications.

To promote a strong operational risk management and compliance culture in the branches.

To provide strong operational support for all alternate channels, including ATMs, Online, Breeze, CDMs and CDKs.

Job Description:

GENERAL OPERATIONS
* Provide leadership to Branch Operations Team in adherence to the Group’s policy framework, driving best in class operational service and risk performance, managing a competitive cost structure and developing a pool of talented and competent people
* Support Branch Managers/Client Relationship Head in managing the Regional Branches to ensure delivery of quality service to customers, maintenance of operational controls and continuous improvement in operational efficiency
* Establish a strong compliance culture and promote the adoption of appropriate ethical and compliance standards in the conduct of business – ensure proper checks and control are in place at branches to avoid potential losses and risks
* Provide input on performance evaluation of Branch Operations Managers within Region.
* Assist in the governing of contracts with First Line Maintenance (FLM) / Cash In Transit (CIT) service provider.
* Assist in the governing of other Proximity related contracts with managed service provider.
* Assist in the governing of local Proximity related vendors/ service providers to ensure SLA adherence.
* Ensure Proximity related regulatory requirements are met.
* Ensure Proximity Business Continuity through BCP/ DR testing.
* Work with relevant partners (e.g., vendors) for ATM installation and connectivity.
* Monitor and ensure Proximity KPIs (inclusive of uptime) is met at all times.
* Reconciliation of ATM suspense accounts at a country level (unless migrated to GRH – Global Reconciliation Hub).

As EDD approver, ensure compliance with:
a. CDD procedures and guidelines issued by Group Financial Crime Compliance and AML guidelines and procedures issued by the Central Bank.
b. Controls and Procedures on “Know Your Customer” and Customer Due Diligence introduced to address money laundering prevention and compliance risk (AML).

OPERATIONAL RISK MANAGEMENT
* Cash control / management across the country – monitor branch cash holding trends, ensure daily cash limits remain within approved limits consistently and are balanced, ensure cash indents from branches are responded in time etc.
* Branch Operations capacity planning
* Branch Operations expense management
* Performance management – ensure targets are achieved for key Branch Operations related metrics (e.g., Frauds, Operations loss, Audit reviews etc.)
* Development of DOIs / local operations manuals
* Drive Central reconciliation activities
* To understand, manage and mitigate operational risks across the branches operations through adequate resourcing/training of staff; and implementation of the Group ORF
* To work closely with business leaders to ensure that the service delivered by various operational platforms are of top quality and that customers needs are being attended to according to our service level agreements
* Regulatory and Compliance reporting of Branch Operations related activities
* Coordinate with Business & GTO on Branch facing infrastructure system activities (e.g., UAT, BRD etc.)

POLICY & PROCESS IMPROVEMENT
* Fair Accountability – no audit fails; full remediation/root cause analysis and execution on failed audits & ops losses
* Responsible for training of all Branch staff on all operational and risk issues
* Lead and support implementation of OR initiatives for the business units.
* Ensure risks and other issues identified are resolved in an appropriate and timely manner.
* Review of branch operations to ensure full compliance of policies and procedures.
* Conduct surprise checks on branches to verify the proper functioning and delivery of processes/procedures and workflow to give assurance to management on the operational health of branches
* Responsible for initiating new or revise process where necessary.

SYSTEMS AND TECHNOLOGY
* Coordinate and facilitate the resolution of all system rated issues relating to Detica and eOPS.
* Support the introduction and deployment of systems and technology to facilitate the attainment of RB objectives
* Support improvement projects to improve and enhance the quality of work and reduce cost across branches

VENDOR MANAGEMENT
* BAU relationship management, reinforce business plans and drive key stakeholder engagements to identify needs for supplier improvement
* Collate and analyze management information on vendors and handle any regulatory queries or other reports as required by regulators.
* Review the commercial model regularly with CM and supplier ensuring it is in line with service quality and market. Assist with any supplier issues escalated by CM. Where risk arises, liaise with country counterparts and escalate to GRM & business heads for direction.

Key Roles and Responsibilities

Roles and Responsibilities
GENERAL OPERATIONS
* Provide leadership to Branch Operations Team in adherence to the Group’s policy framework, driving best in class operational service and risk performance, managing a competitive cost structure and developing a pool of talented and competent people
* Support Branch Managers/Client Relationship Head in managing the Regional Branches to ensure delivery of quality service to customers, maintenance of operational controls and continuous improvement in operational efficiency
* Establish a strong compliance culture and promote the adoption of appropriate ethical and compliance standards in the conduct of business – ensure proper checks and control are in place at branches to avoid potential losses and risks
* Provide input on performance evaluation of Branch Operations Managers within Region.
* Assist in the governing of contracts with First Line Maintenance (FLM) / Cash In Transit (CIT) service provider.
* Assist in the governing of other Proximity related contracts with managed service provider.
* Assist in the governing of local Proximity related vendors/ service providers to ensure SLA adherence.
* Ensure Proximity related regulatory requirements are met.
* Ensure Proximity Business Continuity through BCP/ DR testing.
* Work with relevant partners (e.g., vendors) for ATM installation and connectivity.
* Monitor and ensure Proximity KPIs (inclusive of uptime) is met at all times.
* Reconciliation of ATM suspense accounts at a country level (unless migrated to GRH – Global Reconciliation Hub).

As EDD approver, ensure compliance with:
a. CDD procedures and guidelines issued by Group Financial Crime Compliance and AML guidelines and procedures issued by the Central Bank.
b. Controls and Procedures on “Know Your Customer” and Customer Due Diligence introduced to address money laundering prevention and compliance risk (AML).

OPERATIONAL RISK MANAGEMENT
* Cash control / management across the country – monitor branch cash holding trends, ensure daily cash limits remain within approved limits consistently and are balanced, ensure cash indents from branches are responded in time etc.
* Branch Operations capacity planning
* Branch Operations expense management
* Performance management – ensure targets are achieved for key Branch Operations related metrics (e.g., Frauds, Operations loss, Audit reviews etc.)
* Development of DOIs / local operations manuals
* Drive Central reconciliation activities
* To understand, manage and mitigate operational risks across the branches operations through adequate resourcing/training of staff; and implementation of the Group ORF
* To work closely with business leaders to ensure that the service delivered by various operational platforms are of top quality and that customers needs are being attended to according to our service level agreements
* Regulatory and Compliance reporting of Branch Operations related activities
* Coordinate with Business & GTO on Branch facing infrastructure system activities (e.g., UAT, BRD etc.)

POLICY & PROCESS IMPROVEMENT
* Fair Accountability – no audit fails; full remediation/root cause analysis and execution on failed audits & ops losses
* Responsible for training of all Branch staff on all operational and risk issues
* Lead and support implementation of OR initiatives for the business units.
* Ensure risks and other issues identified are resolved in an appropriate and timely manner.
* Review of branch operations to ensure full compliance of policies and procedures.
* Conduct surprise checks on branches to verify the proper functioning and delivery of processes/procedures and workflow to give assurance to management on the operational health of branches
* Responsible for initiating new or revise process where necessary.

SYSTEMS AND TECHNOLOGY
* Coordinate and facilitate the resolution of all system rated issues relating to Detica and eOPS.
* Support the introduction and deployment of systems and technology to facilitate the attainment of RB objectives
* Support improvement projects to improve and enhance the quality of work and reduce cost across branches

VENDOR MANAGEMENT
* BAU relationship management, reinforce business plans and drive key stakeholder engagements to identify needs for supplier improvement
* Collate and analyze management information on vendors and handle any regulatory queries or other reports as required by regulators.
* Review the commercial model regularly with CM and supplier ensuring it is in line with service quality and market. Assist with any supplier issues escalated by CM. Where risk arises, liaise with country counterparts and escalate to GRM & business heads for direction.

Qualifications and Skills

Enter qualifications and skills

  • Minimum entry requirement 1 st Degree & Masters Degree
  • Strong operational excellence
  • Sound PC knowledge
  • Strong Inter-personal skills and ability to influence other functions
  • Strong Communication skills – oral, written & presentation
  • Energy and drive
  • Sound knowledge of administrative / operational procedures
  • Strong knowledge of CDD and AML procedures
  • Relevant academic and work experience
  • Minimum entry requirement 1 st Degree & Masters Degree
  • Strong operational excellence
  • Sound PC knowledge
  • Strong Inter-personal skills and ability to influence other functions
  • Strong Communication skills – oral, written & presentation
  • Energy and drive
  • Sound knowledge of administrative / operational procedures
  • Strong knowledge of CDD and AML procedures
  • Relevant academic and work experience


How to Apply

Submit your CV and Application online : Click Here




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