Regional Operations Controller

: HRCS0020

: Muscat

: Retail Operations Division

: Head Operations

: Permanent

: December, 2014

: February, 2015

To create, institutionalize and maintain a strong culture of controls and risk management at branches by the efficient management and monitoring of the Operations function of all Branches in the region ensuring that all controls, compliance and productivity requirements are achieved and bank’s policies and procedures and regulatory requirements are followed, with the objective of providing a high degree of customer service.

  • ​Work to achieve smooth and uninterrupted branch operations by  providing ongoing support to branches and advice to Branch Managers and Regional Managers on complex operational matters.
  • Strive to ensure 100% adherence by branch staff to all policy and procedures at all times.
  • Monitor operational activity and accounting control across branches. Provide line management (Regional and Branch Managers) with independent appraisals concerning risk management and controls and along with the branch management implement comprehensive plans to improve and bridge operational controls and risk mitigates. 
  • Provide support & guidance to branch staff to ensure error free / smooth branch operations.
  •  Advise Branch and Regional Managers on complex operational matters, and ensure "Acceptable" Audit Rating for regional   branches
  • Ensure Branch reviews conducted on a regular basis and reports published.
  • Provide on the spot training.
  • Ensure successful Implementation of the new LOS system
  • Strive to achieve an acceptable audit rating for branches and ensure no repeat audit comments.
  • Ensure incident reports are timely raised and database maintained.
  • Ensure SOP's are kept updated and published
  • Suggest improvements in appropriate operational processes
  • Develop training programs conducted in collaboration with Training Division.
  • Ensure better controller in branches with low risk and identify process gaps.
  • Arrange to conduct UAT for all modules of symphony in phase 2 and inform the bugs to Project Manager for fix.
  • Assist the rollout team/Branches for successful implementation of new loan Origination System as per the roll out plan approved by management.
  • Ensure all operational requirements from risk, control and compliance perspective are achieved at the branches so as to minimize operational losses.
  • Manage effective implementation of all pre & post audit requirements so as to ensure satisfactory audit ratings of branches at all times by Audit Division.
  • Ensure timely reporting and rectification of all transaction exceptions / deviations and errors at branch level.
  • Keep all operating policies and procedures current and updated from time to time.
  • Identify at least 4 process in 2013 to improve TAT & efficient and accordingly update the relevant SOPs.
  • Conduct a root cause analysis operational problems encountered by branches, to:
    • Identify gaps and recommend and implement solutions to eliminate operational bottlenecks, thus strive to achieve enhanced service experience for customers.
    • Identify the training needs and subsequently arrange to deliver training.
    • Conduct Branch Operations review, documentation scrutiny for SRL / Credit Cards and Mortgage loans
  • Manage exceptions arising during the course of business, ensuring that   approvals beyond the delegated authority re referred the to higher/appropriate authority for approval

​A Diploma  in an analytical subject or the equivalent is essential. A degree is preferred

​At least 8-10  years in Retail including branches  and Operations with an excellent knowledge in Core Banking system and Front end systems. An excellent working knowledge of the Bank's policy and procedures is also required.  The ability to organize  and  conduct periodic verification and reviews at across the branches is essential. Good training abilities and the ability to conduct branch support activities, especially during contingencies for posting /cancellation of transactions directly in Kapiti system.

  • Excellent written and verbal communication skills.
  • Good leadership skills
  • Excellent reporting skills
  • Excellent customer skills
  • Very Good  written and spoken English
  • Excellent procedural skills
  • Good office technology skills
  • Excellent analysis skills
  • Excellent numerical skills
  • Excellent person to person skills
  • Excellent people management skills
  • Problem solving skills
  • Good written and spoken Arabic is an advantage