Manager, Operational Support - Bank ABC

Manager, Operational Support Undertake designated activities within the department to ensure service standards are achieved and risks managed. Review and authorize work of other staff as requested who are responsible for carrying out a range of demanding clerical, reconciling, data administration and control / monitoring services and duties, in order to ensure timely delivery of a quality service to clients, other Bank ABC units and departments in line with agreed service standards and within budgets. Principal Responsibilities, Accountabilities and Deliverables of Role:

• Act and deliver in the role of the primary point of contact for the department.
• Carry out a range of demanding clerical, data input, reconciliation, data administration, control and monitoring services, ensuring that the work is completed accurately, on time and in adherence to all specified Bank processes, procedures, standards and relevant external regulations.
• As directed, support/undertake the timely and accurate delivery of all assigned projects and initiatives ensuring these are within specification and budgeted costs.
• Verify and check the work of other colleagues at lower grades.
• Ensure that the work processed by self and the team adheres to all specified Bank processes, procedures, standards, and relevant external requirements.
• Identify and suggest improvements to new and existing processes / procedures / systems and the way in which the team operates to improve service quality and process efficiency.
• Participate in the evaluation and implementation of new or upgrades to existing IT systems and new products including the performance of robust user testing in accordance with bank standards.
• Prepare periodical reports and escalating irregularities to management and other regulating units/parties.
• Provide advice, guidance and coaching to less experienced team members in order to enhance their technical capabilities and ensure value added service to other departments/units overseeing the work of a team as required.
• Conduct periodic review and appraisals for team members.
• Provide back-up cover for other colleagues absent due to sickness, training, annual leave etc.
• Provide business support during weekends, bank holidays and other times when the Bank would usually be closed in Bahrain but markets are open in other parts of the world.
• Undertake duties at a similar or higher level as required.
• Undertake delivery of designated activities in order to provide an effective service to other departments/units in accordance with agreed service standards.
• When required support line management with the implementation of changes in own work area.
• Manage the teams to ensure that Service Levels and productivity targets are met.
• Engage with external vendors and stakeholders across the units in order to facilitate resolution for operational issues.
• Plan for succession and develop team members.
• Support/ Lead assigned Projects.
• Deliver on ad hoc tasks assigned by the management from time to time.
• Continually challenge existing practices at work and improve processes to enhance both efficiency and effectiveness.

• Excellent knowledge and understanding of relevant accounting standards for reconciliations and internal controls.
• Good understanding of Treasury, Trade, Wholesale and or Islamic Banking products, services and operations.
• Familiarity with exposure to change management methodologies.
• Proven experience in IT systems User Acceptance Testing
• Ability to understand complicated products management monitoring requirements
• Ability to develop and deliver presentations as well as project documentation e.g. Business Cases, Progress Reports etc.
• Oral Communication: Uses clear, concise and jargon-free speech to explain products/services/procedures and resolve problems. Uses effective telephone manner with customer/colleagues.
• Written Communication: Produces written responses to enquiries using appropriate wording. Produces clear and accurate written material.
• Self/ Work Organization: Knows how to prioritize tasks and diarize effectively to achieve deadlines. When appropriate co-ordinates and allocates tasks, ensuring full and effective use of resources available
• Keyboard / Software Applications: Has a thorough understanding of Microsoft Office software including Visio and systems appropriate to the role and can input and extract information to provide a variety of reports.
• Performance Review & Development: Knows and uses methods of collecting objective data to contribute towards the performance review process.
• Bachelor Degree or qualification in the following fields Finance, Banking, Accounting, Business or Risk Management
• Professional Qualification related to Business or management (Lean / Six Sigma, ACT, CMI, ICA, etc.).
• 4-6 Years of experience in banking processes such as Internal Control, Treasury, Reconciliation, Risk Management, SWIFT Administration.
• Sees change from the perspective of the customer
• Team Player and Self-motivated who gains and develops skills set to meet challenging requirements
• Excellent organizational skills and ability to work under pressure and proactively with minimum supervision
• Strong time management and results orientation
• Flexible and positive approach to work, 'can do' attitude and ability to think beyond what is being requested
• Strong communication and interpersonal skills both verbal and written in English and ideally one other ABC business languages i.e. Arabic, French, or Portuguese; to ensure effective interactions with all levels in business.
• Ability to speak in public and to senior stakeholders confidently
• Ability to manage conflict
• Strong judgment and decision making skills.
• Ability to work with teams.