Commercial OPS Middle Office Unit Manager
Job Purpose:
Commercial Operations Middle Office Unit is designed to be the First Point of Contact between MB Corporate & Business Banking Customers and Operations Functions for Commercial Operations Activities (In MBEG HO and Branches) to Achieve Number 1 Customer Experience by Maintaining Best in Class Transactional Operations Banking Services.
Responsibilities:
Transactional Operations Scope:
- Trade Finance Import, Export and LGs Transactions including Customers’ requests and Documents handling between Customer and Foreign Trade Centre
- Payments and Remittance Transactions by handling customers’ requests
- Wholesales Credit Admin by Obtaining Transactional Credit Approvals
- All activities related to Commercial Transactions Operations
Main Stakeholders:
- Customer Experience
- Corporate Business
- Business Banking and SMEs Business
- Foreign Trade Center
- Payment and Remittance Centre
- Wholesales Credit Admin
- GTB
- Treasury
- Compliance
- Operations Excellence, Governance and Controls
The Commercial Operations Middle Office Unit Manager will be responsible for:
- Leading and managing the centralized Commercial Operations Middle Office Unit.
- Support Commercial Ops Middle Office Assistant Managers and Officers to effectively handle Customers’ requests on a timely manner and with the required level of accuracy to meet the agreed Service Level Agreements between Operations Units and Business Lines
- Reviewing and monitoring of service quality through SLAs with the support units and Customers Experience Unit.
- Develop and maintain efficient workflow systems to meet customers’ expectations, process improvement requirements and digital transformation.
- Work Closely with Line of Business (Corporate & Business Banking) and Operations Unit heads to enhance Transactional Operations Workflow and identify the enhancement opportunities
- Ensure SOPs are in place, correctly followed and reviewed on an annual basis by all Commercial Operations Middle Office locations.
- Establish SLAs with support functions and monitor Operations & other support functions to ensure seamless service delivery as per agreed SLAs.
Experience:
7-10 or more years of banking experience covering most areas of banking with extensive knowledge of operations, risk management, trade finance, Payments operation and customer service.
Of the above, minimum 5 years of experience in working in a reputed bank at management level.
Ability to understand policies / procedures and implement and modify the existing practices, if need arises.
As part of the First Line of Defense must have strong level of knowledge related to Regulatory & Combating Financial Crime Requirements to maintain regulated Commercial Operations Transactions service delivery
Strong inter-personal and communication skills and ability to make positive influence.
Leadership and People Development