Branch Operations Manager

About the company

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services. CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers and delivering service that really goes the extra mile.

Job purpose

To oversee and manage all branch operational, administrative, control, and service support activities, ensuring compliance with the bank's policies, procedures, regulatory requirements, and operational risk standards while maintaining efficient branch operations and a high-quality customer service environment.

Principal accountabilities

Operational management:

• Manage the day-to-day operational and administrative activities of the branch.
• Ensure efficient execution of all branch transactions and processing activities within approved service levels.
• Supervise and monitor branch operations staff, including Head Teller, Senior Tellers, Tellers, and Branch Service Representatives.
• Coordinate operational activities with centralized units and Head Office departments.
• Monitor branch productivity and operational efficiency to ensure service excellence.

Cash & vault management:

• Act as joint custodian of branch vaults, ATMs, CDMs, and security documents.
• Monitor branch cash holdings and maintain optimum cash balances.
• Review cash limits and ensure compliance with insurance and security requirements.
• Ensure proper safekeeping of security stationery, manager's cheques, demand drafts, and bank seals.

Internal control & risk management:

• Ensure strict adherence to operational risk management frameworks, policies, and internal controls.
• Monitor branch compliance with regulatory, AML, and compliance requirements.
• Ensure all operational processes are conducted in accordance with accepted risk and control standards.
• Identify operational risks and implement corrective and preventive measures.
• Report control breaches, incidents, and operational risk issues to management.

Transaction authorization & verification:

• Review and authorize transactions within delegated authority limits.
• Verify the accuracy, completeness, and validity of customer transactions and supporting documentation.
• Review daily transaction journals and vouchers to ensure accuracy and compliance.
• Authorize operational documents related to account opening, deposits, remittances, lockers, loans, and other banking services.

Reconciliation & financial control:

• Review suspense, sundry, receivable, payable, and reconciliation accounts daily.
• Ensure timely resolution of outstanding reconciling items.
• Monitor General Ledger balances and ensure alignment with subsidiary records.
• Ensure accuracy of branch accounting and operational records.

Audit & compliance:

• Respond to internal audit, external audit, compliance, and regulatory inquiries.
• Ensure timely resolution of audit observations and control weaknesses.
• Support regulatory inspections and compliance reviews.
• Implement audit recommendations and monitor action completion.

Service & customer experience:

• Ensure operational support functions facilitate excellent customer service delivery.
• Monitor turnaround times and service level agreements.
• Resolve operational service issues impacting customers.
• Support the Branch Manager in delivering a superior customer experience.

Facilities & security management:

• Ensure CCTV systems and branch security equipment are fully operational.
• Coordinate with service providers for ATMs, CDMs, and operational equipment maintenance.
• Ensure branch records and documents are securely stored and archived according to policy.

People management:

• Lead, coach, develop, and evaluate branch operations staff.
• Set performance objectives and conduct periodic performance reviews.
• Identify training and development needs for branch employees.
• Promote a culture of accountability, compliance, teamwork, and continuous improvement.
• Drive employee engagement and capability development within the branch.