Head of Operations

1. Role Objective

The Head of Operations will direct and oversee the Operations department of India branches, encompassing Treasury Back Office, Trade Finance, Branch Operations, and Administration. The incumbent will direct the respective units to ensure that the approved processes, procedures and systems are methodically followed by employees to deliver an efficient service to internal and external customers, ensuring that the related financial and operational risks are mitigated. The incumbent will drive the development and implementation of process and efficiency improvement initiatives and direct the team in robust cross-functional efforts to meet the short, medium- and long-term strategies / KPIs of the department and implementation

of industry best practices, to attain competitive edge.

2. Detailed Roles and Responsibilities:

STRATEGIC

· Work closely with the CMI in formulation of and oversee effective implementation of the strategic plans pertaining to Treasury, Trade Finance, Branch Operations, IT and Administration units, in line with the Bank’s strategic business objectives and Industry best practices.

· Contribute to the research, analysis and ideas for the development of Doha Bank’s overall Operations and Transformational strategy, to ensure that India Operations initiatives are appropriately integrated and aligned.

· Constantly update self on business, economic, and competitive scenario, and recommend adequate suggestions/insights to the CMI, as appropriate.

· Update self on the regulatory requirements/changes set by RBI and relevant government bodies, and, make adequate changes in the department, including but not limited to staffing of employees, department deliverables etc.

· Develop and maintain robust working relationships with internal/external stakeholders of Doha Bank to facilitate operational requirements.

· Monitor and oversee the development of budget for the department, monitor variations and direct budget compliance and related documentation, in line with internal guidelines.

· Represent Doha Bank at external events, ensuring optimization of Operations opportunities.

· Ensure maintenance of highest standards of professional conduct, ethics and integrity in the provision of services in the department.

· Schedule, attend, and ensure that the actionable points, if any, arising out of the India Management Committee meetings are promptly completed by the respective teams in a timely manner.

OPERATIONAL

· Oversee the design of the Operational governance framework of the India branches, in close coordination with the Chief Country Manager.

· Develop and/or improve, as appropriate, policies and procedures for the various Operations units, in line with department and organizational objectives.

· Ensure that the observations related to the Operations area in the Risk Assessment Report (RAR), Major Areas of Non-Compliance (MANC) and Risk Mitigation Plan (RMP) issued by RBI are rectified promptly by the team, within timelines prescribed by RBI.

· Oversee the development and implementation of Key Performance Indicators (KPIs) for the department, for performance monitoring and quality measurement purposes and monitor achievements on periodic basis.

· Monitor and direct the team to ensure accurate processing of Operations transactions, along with prompt resolution of internal/external customer enquiries/issues within agreed timescales.

· Oversee the formulation and implementation of operational service level agreements with clear guidelines/ standards and direct consistent delivery of various operations/services across the branches.

· Monitor performance of various units against approved service level agreements, highlight inconsistencies and develop/oversee implementation of remediation initiatives, in coordination with the respective Unit employees.

· Oversee monitoring system across the units and ensure audit, compliance, procedural control and safety measures are consistently followed by all the employees and implement corrective actions, as and when needed.

· Monitor and develop plans for enhancing the effectiveness of existing reporting processes and procedures, in coordination with the respective stakeholders.

· Direct the team in evaluation of products/ services, as applicable, from an operational perspective and provide recommendations, if any, to improve the effectiveness/ efficiency.

· Monitor to ensure completion and submission of all periodic reports/ database of all transactions to the respective stakeholders, in compliance with local regulations and audit/ procedural requirements, in a timely manner.

· Direct accurate processing of all Operational transactions/services, along with prompt resolution of internal/external customer enquiries/issues within agreed timescales.

· Monitor to ensure Operations employees comply/adhere to the policies/ procedures, laws and regulations, as applicable.

· Direct and monitor the business continuity planning/ contingency planning efforts with respect to various units within the Operations department.

· Ensure the recommendations made by the Internal Audit and Compliance functions as well as the external auditors as part of their reviews are timely actioned, and duly reported, as needed, to the extent these relate to areas under the incumbent’s purview.

· Oversee the development and timely implementation of leading industry practices in coordination with the respective stakeholders, as and when applicable.

· Monitor and assess activity reports pertaining to the various of the Operations units, as applicable, to ensure adequate monitoring controls are followed.

· Review, validate and/ or report, as applicable, major transactions of high amounts/ complex nature or suspicious, in line with the approved procedures.

· Direct the development and monitor implementation of cost-effective technology solutions / outsourcing opportunities /quality assurance programs to support the Bank’s products and services and increase organizational effectiveness, safeguarding the Bank’s interests.

· Attend Management level committee meetings, as applicable, to elaborate/ move towards achieving Operations strategies.

· Monitor and promptly update the management on significant developments, critical issues and/or proposals related to Operations department deliverables.

· Monitor the overall performance with respect to operational systems / processes within the various units to promote service excellence.

· Collaborate/ partner with various internal departments, as applicable, in support of strategic/ operational requirements related to the various units.

· Perform continuous review to ensure that the department is sufficiently staffed and report on resource requirements, in line with projected plans on account of department deliverables.

· Identify/report on operational requirements and direct the roll out of existing system enhancements/ automation projects for streamlining the current practices.

· Lead special projects within the department, managing varied aspects including project deliverables, resource allocation, quality assurance, periodic evaluations and assessments.

· Contribute towards and direct the design and development of an effective change management framework and processes enabling to assess the impact of the change and in internal/external communications.

· Evaluate/ monitor quotations and approval for new/maintenance/ service-related requests related to DB assets /rented properties, in line with the approved policies.

· Network with the Legal counsel to ensure that country specific legal risks are duly studied and dealt with, on a case to case basis.

· Maintain highest standards of confidentiality, professional conduct, ethics and integrity in the provision of services within the function.

PEOPLE MANAGEMENT

· Supervise direct reports in their day-to-day tasks and guide them in managing their performance by providing appropriate feedback and counseling. Provide recommendations to CMI on hiring and promotions.

· Support the recruitment team in screening candidates sourced for the department, in accordance with the job specifications/requirements.

· Allocate work deliverables, support and engage employees in the department in efficient operations and provide constructive and timely feedback to enhance performance.

· Support the employees of the function for setting career goals/paths, in alignment with the department and organizational objectives.

· Assess performance and learning needs of employees within the department and impart adequate training/coaching, as appropriate.

· Conduct periodic performance reviews and annual appraisal activities for the employees within the department.

· Work closely with the HR team in implementing corrective actions/disciplinary procedures on account of employee nonconformance with the policies/procedures/ performance goals.