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