Job Description
JOB PURPOSE:
The role holder is responsible for contributing to enhancing business processes, championing and driving the implementation of new operational and service initiatives, ensuring compliance with policies, procedures and audit recommendations.
ACCOUNTABILITIES:
Assisting Channels across Distribution:
- Assist in developing operations, sales and service procedures.
- Identify and provide audit and service support function to the channels.
- Identify and report potential risk areas.
- Instill a service culture within the department by remaining customer and control focused.
- Ensure audit recommendations are addressed by effective review, follow up and guidance.
Policies, Process & Procedures
- Assist in validating new and revised SOPs for the Channels prior to submitting for management approval and sign off. Ensure recommendations of regulatory compliance, Operations Risk and Fraud Risk Management are complied with in the SOPs.
- Review BRDs and assist in providing control guidelines.
- Coordinate with Group Policies and Procedures team for periodic review and update of existing SOPs.
- Review new policies received from the management and highlight the impact on channels to line manager.
- Assist channel operations team with queries related to SOP.
- Standardize operational process and procedures and apply best practices across the channels under Sales and Distribution to ensure satisfactory TAT level.
- Create KRIs for the units within Sales and Distribution in coordination with Operational Risk and Business unit
- Any other tasks assigned by the management or direct line manager.
Controls/Audit/Risk Oversight
- Review audit recommendations and follow up with channels for implementation, prioritizing high risk comments.
- Report monthly Operational Risk Incident analysis for all channels
- Provide timely updates to management on pending audit recommendations
- Investigate errors, omissions and frauds, whenever required and recommend corrective actions as per Bank’s policies and procedures.
- Identify common risk themes from Audit report, Business Governance Spot checks and Operational Risk Incidents and suggest remedial actions
- Prepare RCSA for the channels in coordination with the respective unit and Operations Risk
- Preparation of the monthly risk dashboard
- Perform the validator function of KRIs and Operational Risk Incidents for Sales and Distribution Channels
- Assist in developing operations, sales and service procedures.
- Identify and provide audit and service support function to the channels.
- Identify and report potential risk areas.
- Instil a service culture within the department by remaining customer and control focused.
- Ensure audit recommendations are addressed by effective review, follow up and guidance.
Policies, Process & Procedures
- Assist in validating new and revised SOPs for the Channels prior to submitting for management approval and sign off. Ensure recommendations of regulatory compliance, Operations Risk and Fraud Risk Management are complied with in the SOPs.
- Review BRDs and assist in providing control guidelines.
- Coordinate with Group Policies and Procedures team for periodic review and update of existing SOPs.
- Review new policies received from the management and highlight the impact on channels to line manager.
- Assist channel operations team with queries related to SOP.
- Standardize operational process and procedures and apply best practices across the channels under Sales and Distribution to ensure satisfactory TAT level.
- Create KRIs for the units within Sales and Distribution in coordination with Operational Risk and Business unit
- Any other tasks assigned by the management or direct line manager.
Controls/Audit/Risk Oversight
- Review audit recommendations and follow up with channels for implementation, prioritizing high risk comments.
- Report monthly Operational Risk Incident analysis for all channels
- Provide timely updates to management on pending audit recommendations
- Investigate errors, omissions and frauds, whenever required and recommend corrective actions as per Bank’s policies and procedures.
- Identify common risk themes from Audit report, Business Governance Spot checks and Operational Risk Incidents and suggest remedial actions
- Prepare RCSA for the channels in coordination with the respective unit and Operations Risk
- Preparation of the monthly risk dashboard
- Perform the validator function of KRIs and Operational Risk Incidents for Sales and Distribution Channels
Qualifications
Minimum Qualification:
Bachelor’s degree in Business Administration, Management, Banking or any related discipline
Specific Knowledge:
Banking Operations
Minimum Experience:
Minimum of 3 years of experience in Customer Service and Banking Operations
