Executive recruitment firm Monroe Consulting Group's Professional Division is partnering with a leading financial institution that is making its mark in the innovation realm. Our esteemed client is seeking a Head of Channel Retail and Operations to join their dynamic team.
Job Responsibilities:
- Lead and manage the Channel Operations Centre team, ensuring smooth day-to-day operations while meeting SLA requirements and key deliverables.
- Oversee operational performance, ensuring strict compliance with internal policies, regulatory guidelines, and risk management frameworks.
- Drive process improvements and operational efficiency by streamlining workflows, reducing turnaround time, and optimizing resource allocation without compromising quality.
- Conduct internal reviews and audits to maintain high standards of operational control and compliance.
- Perform data analysis and reporting, identifying key trends, recommending corrective actions, and implementing preventive measures.
- Manage and resolve customer and business unit inquiries, ensuring timely and effective solutions.
- Spearhead operations-related projects, including automation initiatives and process enhancements.
- Lead, mentor, and develop a high-performing team, fostering a culture of excellence in productivity and service quality.
- Ensure all operational procedures are consistently updated and aligned with best practices.
- Identify opportunities for innovation to enhance operational effectiveness within the division.
Job Requirements:
- Bachelor's degree in a relevant field.
- At least 10 years of experience in retail banking operations, specializing in account maintenance, financial payments, customer claims, and cheque processing.
- Proven team management experience of at least 10 years
- Strong expertise in change management projects, including successful RPA and automation implementations.
