INCHARGE OPERATIONS RETAIL AND CONSUMER BANKING
BANK ALFALAH LIMITED
Total years of experience :11 years, 7 Months
Responsibilities Retail Banking Operations
Train all service managers for everyday maintenance operations for various assign branches and recommend improvements to increase efficiency and meet all financial objectives.
Monitor all development activities and ensure optimal candidates for various branch operations and ensure optimal standard of all services to ensure quality improvements and ensure issuance of all technical quotations to customers.
Develop and maintain professional relationships with all customers and prepare required presentation and recommend various strategies to reduce processing costs for organization and ensure authenticity of all information.
Monitor all returned equipments from site and coordinate with asset allocation team to gather all equipment requirements and participate in all process improvement activities with help of required tools.
Collaborate with sales team to prepare schedule of all operations and track progress and assist all operations leader to resolve all issues and achieve all business objectives.
Prepare and maintain all reports for branch such as appraisals.
Provide assistance to Manager Operations to identify all issues and develop efficient procedures for branch and monitor all processes and challenging systems.
Analyze and mitigate all risks for various issues for branch operations and manage all resources and coordinate with staff to provide support to all branch operations.
Provide support to all branch operations and manage all communication with branch staff in meetings and ensure compliance to all production and finance activities.
Perform sales calls to facilitate branch business and participate in all sales meetings and events and ensure effective penetration of branch to increase revenue.
Provide training to junior staff and evaluate work of all management trainees and identify all strengths and weakness for same and organize staff meetings for same.
Coordinate with all management trainees and perform all sales calls and organize all reservations for branch and assist to departments to resolve all customer issues.
Develop strategies and maintain effective customer services programs and achieve all customer expectation.
Assist in hiring and termination process of all employees.
Prepare employee schedule and prepare all profit and loss statements and prepare monthly reports on same.
Responsibilities Consumer Banking Operations
Working as INCHARGE OPERATIONS (country wide) to manage the operations of all units across Pakistan leading a team of 42 employees with volumes of approximately 10, 000 transactions per day.
Management of overall operations, ensuring efficiency, effective controls and maintenance of quality service level.
Ensuring proper daily checking of departments activity report, monitoring of suspense and reconciliation of accounts in line with prudential regulations and organization’s procedure and policies.
Management of department operations pertaining to Clearing, General Ledger Posting, and Online Posting.
Management of credit cards, auto finance and home finance payments through Cheques, Debit Authorities, and Direct Debits pan Pakistan according to defined policies and procedures. (Approximately 36000 payments per month)
Management of reversals and adjustments regarding credit cards, and auto finance transactions. (Approximately 5000 reversals and adjustments per month)
Management of Clearing and Online Payments Modules.
Coordination with Collection and Recovery Departments pan Pakistan for the processing of represented auto finance, home finance and credit card payment cheques.
Monitoring the process flow of auto finance, home finance and credit cards.
Management of auto finance, home finance & credit cards MIS’s (Acquiring, issuing, Reversals & Adjustments, Payments Processing through cheques, auto debits & debit slips) from all Operation Departments pan Pakistan on daily basis
(CONTINUED)
To ensure that operational and front office activities run smoothly and carried out appropriately. This includes operational tasks such as authorizing transactions and checking reports. Handle reconciliation of accounts and departmental coordination. Assumes responsibility and managerial duties in the absence of Branch Operations Manager. Also be multi skilled to perform other branch functions such as Cash officer and Teller to facilitate functioning of the department and customer service delivery when ever required.
Main Tasks and Responsibilities
Check assigned front office transactions.
Prepare periodical MIS and submit to concerned units.
Print & distribute relevant reports, ensuring report review sheets are appropriately signed.
Carry out branch related administrative tasks assigned.
Scan Outward Clearing Cheques.
Ensure proper lodgement of voucher bundles.
Process inward / outward mail.
Monitor and reconcile GL and suspense accounts.
Provide support regarding archiving of obsolete documents and maintenance of branch records.
Conduct quality check and scanning of account opening documents and forward to OM for system authorization.
Ensure acknowledgement received on time from CFU and file appropriately.
Ensure safety and security of voucher bundles and all branch reports.
Organise the dispatch and retrieval of vouchers and other records from the Archives as required
Assist in retrieving PDCs / voucher copies / statements as per customer requests.
Collect cheque deposits from the drop box, process and scan through ICCS.
Handle branch inward and outward mail.
Pint reports and distribute to concerned staff.
Handle department filing.
Maintain branch main and temporary key registers.
Assist in administration of branch utilities and accounts reconciliation.
Work as a teller and perform all cash counter banking transactions to meet high service standards such as cash deposits, cash withdrawals, FX transactions, issuance of BCs, DDs, e-dirham cards etc.
When required deputize and perform all the duties and responsibilities of a cash officer.
Manage and control daily cash flow and front office activities.
Balance cash held at EOD.
Replenish and reconcile ATMs.
Promote services and products of the bank to help achieve business goals and maintain customer relationships.
Process customer requests within the set target time.
Educate and encourage customers to avail of alternate service delivery channels provided by the bank.
Help the tellers and clerks understand the service standards and perform on the basis of the same.
Manage priority payments to privilege and HNW customers.
Practice and implement the bank service standards.
Handle customer queries, complaints and resolve.
Keep the operations manager informed of all matters pertaining to process deviations or risks involved in the activities conducted by the branch staff.
Carry out related administrative tasks such as branch security, contingency plan and fire drills.
Attend Police calls for branch security related matters specifically the surety alarm.
Ensure the Key Registers (Permanent & Temporary) are updated and abided as per the policies and procedures.
Ensure all mandatory reports are signed, report review list is signed and acknowledged, and all reports are appropriately filed.
Coordinate with the IFM to fulfil maintenance related requirements of the branches premises.
Put up notices received from the Head Office and remove the outdated ones from time to time.
Prepare vouchers for utility bills of the branch, arrange posting through tellers and subsequently seek HO approvals for payment.
Cross check other teller transactions against reports / source documents to ensure accuracy.
Adhere to policies and procedures to ensure compliance to the same at all times. This includes compliance to AML and counterfeit note policies / procedures.
Ensure customer & staff account privacy and confidentiality.
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Take initiative to deliver satisfying customer service to each visiting customer by providing fast, accurate efficient and courteous service within established turnaround time.
Receive cash deposits and managing customer’s withdrawals in local & foreign currency ensuring high standard of customer services and satisfaction with zero- cash shortages and overages.
Receive/Scrutinize and post inward/outward clearing cheque local, same day & intercity clearing, including returned instruments and responsible for recovery of Services of Charges as per SOC.
Receive & process internal Fund transfer, Pay orders, Demand Drafts, Speed Cash (Remittance from KSA), Utility bills, prize bonds, and issuance of cheque books, ATM Cards and their Pin Codes, Customer Lockers, Account Statements, Remove Account Dormancy and NDS mark etc.
Responsible for sufficient replenishment for ATM on as and when requirement basis and also ensure that ATM is functioning uninterruptedly during long weekends and other holidays.
Generate daily activity reports from system software, reconcile the same with closing cash, all related GL accounts are periodically reconciled and balanced with actual records. MIS are prepared accurately and submitted to the related department/regulator within agreed timelines.
Responsible for prepare reports like daily Transaction reports, daily ATM balancing/ reconciliation transaction report, ATM captured card, Speed Cash report, Outstanding Cheque books, Holding of
LCY/FCY report, Monthly proof, consolidated report on Utility bills, WHT and Advance tax etc.
Custodian of all Files / Registers / Circulars, National prize bonds & cash (PKR/FCY) backup custodian of Strong Room, Cash Safe, ATM and Lockers Keys.
Ensure to satisfactory perform all official responsibilities assigned by the Branch Banking Services Manager/respective Regional Hub Manager / Branch Banking Services Head.
Selling bank products such as current account, saving account, autofinance and providing other banking facilities.
Dealing with walk in customers.
Contribute to the branch performance through achieving individual targets.
Building good relationship with customers in market.
Giving presentations on bank products to the customers to new and existing customers.
Responsible for sales planning and maintenance of customer relations.
Handling customers’ complaints & resolving them.
Act as a point of contact for Executive Team, determine the importance and urgency of all enquiries and dealing with them or routing them through the most appropriate person for response.
Manage an effective diary system, arranging appointments to ensure that time is optimized.
Organize meetings and briefings.
Undertake administration and management support
Assist with external meetings and events as required
Attend meetings to provide administrative support and take minutes, ensuring that these are accurately transcribed and distributed within agreed time scales.
Excellent in correspondence for both oral and written skill
Organize and coordinate the writing and sending of information
Handling records and following up and coordinating with the subordinates
Have the following skills and attributes:
Solid experience in a PA/Executive Secretary/Assistant role, particularly supporting teams.
Dynamic and flexible
Capacity to understand the business needs
Experience of working in a busy office environment handling a varied and sometimes conflicting workload.
Confident and competent use of Microsoft Office
Experience in drafting presentations
Understands how to manage upwards and to recognize where support is needed.
Establishes good working relationships both internally and externally
Has good attention to detail and ensures that tasks are completed on time.
To assist the manager accounts in monitoring financial statements of the company on quarterly, monthly and annual basis.
To assist the Chief Accountant in the daily transaction work.
Supervision and approval of transactions for posing in the electronic ledgers on daily basis.
Monitoring and analysis of Company’s bank statements with various banks on quarterly, monthly and annual basis.
Monitoring and analysis of accounts receivables and payables.
Monitoring of monthly cash flow statement.
Monitoring of various inventory control systems.
To provide the report of above mentioned activities to the Director Finance and the chairman as per their request.
Degree awaited due to outstanding fees