Cheif operations officer
Barclays
Total years of experience :20 years, 10 Months
1- control over the entire bank's branches full time equivalent branch operation regional managers, operation managers, cash managers, operation officers & tellers.
2- proactively monitors tests and checks controls and compliance with policies and procedures.
3- reviews operation bulletins and ensures compliance with policies, procedures.
4- standardizing the cash and operations procedures & processes in all branches.
5- ensures delivering world class standards of services to the customers.
6- assist in analyzing customer complaints history if any & ensure providing final solutions for the root problems cause.
7- oversee controls and checks relating to the branch operations and operation risk for branch network.
8- responsible of management of the capacity plan for all branch network operation staff.
9- coordinating with HR to provide the operation staff in branches with all required technical training.
10- Establishing / updating the manuals & E2E process mapping for all existing / new operation processes in branches
11- Establishing / updating all self assessment tools and testing processes (i.e. checklists, snap checks, self periodical risk and control testing documents and testing exercises...etc)
12- preparing and communicating the branch operations MIS, periodical reports and all required data to internal and external parties.
13- tracking the suit reports received from all internal and external auditors to ensure on time closure of all raised issues.
14- Establishing / updating branch operation approval delegation matrix.
15- attend section head meetings.
16- ensure compliance with health and safety for all branch operation staff.
17- Actively delivers a superior customer experience.
18- Advice to his regional managers, operations managers, cash managers, operation officers and tellers on messages, information and marketing initiatives.
1- Developing performance management and assessment.
2- Assist in the control over the entire bank's branches full time equivalent operation managers, cash managers, operation officers and tellers.
3- to build effective backups within his regions team.
4- acting as the guider & main reference person at all counter related issues for his regions branches operation staff.
5- overall control of the service provided at the counter & the branch for the entire region.
6- through understanding of the branch regions sales process and how to leverage customer service relations referrals to contribute to branch profitability.
7- proactively monitors tests and checks controls and compliance with policies and procedures.
8- reviews operation bulletins and ensures compliance with policies, procedures and control measures for branch operation function.
9- standardizing the branch operation procedures & processes in all region branches.
10- Demonstrating powerful leadership both in terms of behaviors and actions.
11- supporting new initiatives and organic growth of the bank.
12- actively delivers a superior customer experience.
13- d. Innovate processes to short the cash area long line queues in the branches outlets.
14- Conducting periodical surprise snap checks to all branches within his / her region to ensure adherence to the bank policies and procedures.
15- Conducting periodical training to all operation staff in branches for updates of Branch Operation manual and procedures.
16- Reviewing, updating and consolidating the GL proofing on monthly bases.
17- Conducting periodical training to all Branch Managers for Branch Operation Manual and procedures.
18- Approving reversal of wrong operation transactions.
19- Approve / modify user logins.
20- Monitoring / approving record management related processes.
21- Following up complaints related to branch operations staff.
21- Holding periodical meetings / visits to all branch staff.
1. To deliver exceptional retail business performance through powerful leadership of your branch
2. Responsible for the overall performance of the branch and achieving specific sales, service and operational rigour targets
3. Build, develop and motivate a high performing team committed to achieving success through each other
4. Ensure that your team members are developed to achieve their maximum potential whilst coaching them to build their awareness of their strengths/development needs.
5. Support the Senior Retail Manager and Resource Coordinator in the management of the cluster retail plan
4. Assist in recruiting to fill manpower gaps
5. Manage daily attendance levels within the retail outlet ensuring that region procedures are followed
6. Manage poor performance and escalate disciplinary/grievances issues professionally and promptly in line with agreed procedures
7. In conjunction with the senior relation management agree challenging performance objectives and measures for your team providing regular feedback on honest assessment and achievement
8. In the way you lead on a daily basis, be a role model for your people, do things wholeheartedly, communicating with passion and enthusiasm embracing change as a way of working
9. Creating an empowering environment for your people encouraging individual ownership, initiative and challenge of the status quo
10. Pursue your own development to increase personal effectiveness acknowledging strengths and areas for developments.
11. Bring to life the Bank mission, brand and strategy to your people
12. Plan and implement the Bank retail strategy for the branch through the achievement of a balanced score card approach:
13. Employee satisfaction
14. Customer experience
15. Sales growth and income contribution
16. Cost performance
17. Risk and rigour management
18. Working with team to achieve sales and service targets through in branch and business development activity and provide feedback thereon.
1. To drive and deliver exceptional retail business performance through the excellent execution of operations support duties, customer serving and transaction’s processing in branch.
2. Receive customer complaints, record it and take all reasonable steps to resolve the complaint in the eyes of our customers
3- Responsible for all branches’ operation work.
4- Responsible for the snap check at the end of each month.
5- Lead the operation staff to Ensure that branch operations duties are carried out on a timely basis ensuring the provision of world class customer service.
6- Liaise with centralised operations department on all operations related issues
7- Participate fully and ensure that all operations & back office duties are met in the branch
8- Build excellent relationships with others key functions that interface with Retail to insure seamless service to our customer's
10- Support Customer Advisors in all operations duties including the end account-opening procedures, ensuring compliance with KYC standards.
8. Ensure that All operations staff are aware and able to direct the customers to the most appropriate delivery channel to meet their needs e.g. cashiers, drop boxes ATM's etc.
9. Ensure that all branch telephony standards are met and calls are routed to the appropriate channels in a timely and professional manner.
10. Ensure the timely distribution of incoming mail to support branch teams in dealing with customer requests regarding operation work.
11. Support the operation staff to Own and manage customer queries and complaints by taking ownership and resolving in a timely manner.
12- Build and develop a high performing team through embedding performance development and coaching. Ensure that team members receive coaching and feedback in order to develop and achieve their maximum potential.
13- In the way you lead be a role model for your people, do things whole heartedly, communicate with passion and embrace change as a way of working.
Egyptian American Bank
Branch operation auditor:
Title: Assistant Manager.
Responsibilities:
1. Ensure that all security controls are maintained all over the branch departments.
2. Ensure that all vaults, safes, fireproof cabinets are maintained all the time secured under dual control.
3. Ensure that all bank procedures and policies are adhered to all the time by all departments.
4. Ensure that all controls are maintained over the cash and checks manipulation all the time.
5. Ensure that all transactions performed in the branch are adequately posted to the system.
6. Ensure that all filing and registers are properly prepared.
7. Ensure that controls over access rights are properly maintained all the time.
8. Ensure that the required control is maintained over the received / sent branch mail.
9. Ensure that all transactions in the branch are performed in the required manner.
10. Ensure that the delivery of cash from / to clients is performed under the required controls.
11. Ensure that all branch equipments are used by the designated staff only.
12. Perform the required review tasks on timely manner (daily, monthly, quarterly, semiannual, annual) according to the auditing programs.
13. Maintain the required controls all over the branch activities as per the compliance procedures.
14. Review the branch reports / checklists.
15. Review the new relations and ensure that they comply with the compliance regulations.
16. Review all the branch products to ensure the proper handling of opening and closing transactions.
17. Ensure the adequate processing of all clients' instructions received.
18. Ensure that all bank documents are scanned properly on the archive system.
19. Conduct a periodic physical cash count of all tellers and vault holdings.
20. Conduct a periodic physical check for all the number forms of value (checks, drafts, etc…).
21. Review all branch registers.
1 Supervision and control of all transactions performed by tellers and senior tellers.
2 Main vault custody.
3 Control of cash from / to vault.
4 Responsible of cash shipments.
5 Verify client's signature within head cash limit.
6 Endorse check deposited (clearing / collection).
7 Review daily work checklists.
8 Responsible of cash area security.
9 Responsible of cash filing / registers.
10 Control of branch stamps.
11 Control of branch keys.
Solve daily problems raised from clients related to the cash
12 Communicate with other branches / departments.
13 Prepare the required exhibits / reports on monthly basis.
1. Prepare collection forms & post related to system.
2. Follow-up pending collection items with H.O center.
3. Responsible of collection filling / registers.
4. Prepare daily / weekly F.X forms.
5. Receive returned checks (unpaid) from collection / clearing center.
6. Follow-up all unpaid returned checks drawn on other banks to be delivered to clients.
7. Control F.X rate board on daily basis.
8. Training of new tellers.
1. Payment of checks, withdrawals, invoices.
2. Receive cash and check deposits.
3. Perform F.X transactions.
4. Issue certified checks.
5. Issue bank draft.
6. Perform internal between A/Cs in the same bank.
7. Perform outgoing transfer to other banks.
8. Post related entries to the system
1- Bachelor of commerce - Accounting division.
Bachelor of commerce - Accounting devision