Mashreq Bank Job Description1Job Title:Head of Onboarding & ServicingDepartmentRetail Banking Operations, CCAM OpsDirect SupervisorEVP Global Head of Retail Banking Operations.Pay BandM2Job PurposeThe role typically involves overseeing and managing the strategic direction and operations of Account Onboarding & Servicing, ATM networks, and cash management functions within an organization.Develop and implement strategies for accounting services, ATM operations, and cash management to ensure efficient and secure transactions.Manage day-to-day operations, ensuring that all services meet regulatory requirements and organizational standards.Build and maintain strong relationships with key clients, ensuring their needs are met and addressing any issues that arise.Lead and mentor a team of professionals, fostering a collaborative and high-performance work environment.Identify opportunities for process improvements and implement new technologies to enhance service delivery and operational efficiency.Oversee budgeting, forecasting, and financial performance of the accounting services and cash management departments.Ensure robust risk management practices are in place to mitigate potential threats related to cash handling and ATM operations.3DimensionsOperating BudgetNumber of StaffCapital Exp. BudgetN/AOther4Key Result AreasEnsure smooth and efficient operations for account opening, servicing, ATM management, and cash handling processes. This includes minimizing downtime and optimizing transaction processing times.Maintain high levels of customer satisfaction by ensuring that account services, ATM operations, and cash management meet or exceed customer expectations. This involves addressing customer complaints promptly and effectively.Ensure all operations comply with regulatory requirements and internal policies. Implement robust risk management practices to mitigate potential risks associated with cash handling and ATM operations.Achieve financial targets related to account services, ATM operations, and cash management. This includes managing budgets, controlling costs, and maximizing revenue opportunities.Drive the adoption of new technologies and innovative solutions to improve service delivery and operational efficiency. This includes implementing advanced ATM features and digital account servicing tools.Lead and develop a high-performing team. Provide training, support, and career development opportunities to ensure team members are skilled and motivated.Develop and execute strategic plans for accounting services, ATM operations, and cash management. Align these plans with the overall business objectives of the organization.Build and maintain strong relationships with key stakeholders, including customers, vendors, and internal departments. Ensure effective communication and collaboration to achieve common goals.5Operating Environment, Framework and Boundaries, Working RelationshipsAdhering to established policies and procedures for account opening, servicing, ATM operations, and cash management.Aligning departmental activities with the organization's strategic goals and objectives.Operating within budgetary constraints while striving to achieve financial targets and operational efficiency.Ensuring all operations are within the legal and regulatory boundaries set by financial authorities.Collaborating with other departments such as IT, compliance, risk management, and customer service to ensure seamless operations.Reporting to senior management and providing updates on departmental performance, challenges, and strategic initiatives.Managing relationships with external vendors and service providers for ATM maintenance, cash handling, and technology solutions.6Problem SolvingAddressing and resolving issues related to the efficiency and effectiveness of account opening, servicing, and ATM operations. This includes troubleshooting technical problems, optimizing processes, and ensuring smooth transactions.Handling customer complaints and issues related to accounting services and ATM transactions. This involves identifying the root cause of problems, implementing solutions, and improving customer satisfaction.Ensuring that all operations comply with regulatory requirements and internal policies. This includes identifying potential risks, developing mitigation strategies, and ensuring that all processes are secure and compliant.Solving problems related to the integration and maintenance of banking technologies. This includes working with IT teams to implement new systems, upgrade existing ones, and ensure that all technological solutions are functioning correctly.Managing resources effectively to ensure that all operations are adequately staffed and equipped. This involves solving issues related to staffing, budgeting, and resource allocation.Developing and implementing strategic plans to address long-term challenges and opportunities. This includes identifying areas for improvement, setting goals, and developing action plans to achieve those goals.Resolving issues related to vendor performance and stakeholder expectations. This involves negotiating contracts, managing relationships, and ensuring that all external partners meet their obligations.Using data analytics to identify trends, make informed decisions, and solve complex problems. This includes analyzing performance metrics, customer feedback, and operational data to drive improvements.