VP - Onboarding and Servicing
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Key skills for this role
About the Role
Key Responsibilities Develop and execute the functional strategy for onboarding, servicing, ATM operations, and cash management aligned with the Bank s overall business goals. E.
Key Skills for This Role
Full Job Posting
Key Responsibilities
- Develop and execute the functional strategy for onboarding, servicing, ATM operations, and cash management aligned with the Bank s overall business goals.
- Establish governance frameworks, policies, and procedures to ensure consistency, control, and regulatory compliance.
- Support digital transformation initiatives to enhance operational efficiency and customer experience.
Operations Management
- Oversee end-to-end operational activities for account opening, maintenance, servicing, ATM network operations, and cash handling.
- Ensure smooth and efficient operations, minimizing downtime and optimizing transaction processing times.
- Monitor service levels and operational KPIs to ensure high performance and reliability.
Customer Experience
- Ensure delivery of high-quality services that meet or exceed customer expectations.
- Resolve escalated customer issues promptly and implement improvements to enhance satisfaction and retention.
Risk, Compliance & Controls
- Ensure full compliance with regulatory requirements, Central Bank guidelines, and internal policies.
- Implement robust risk management and internal control measures related to cash handling, fraud prevention, and ATM operations.
- Ensure operational resilience and business continuity within the function.
Financial Management
- Manage departmental budgets, forecasts, and financial performance.
- Optimize resource utilization while controlling costs and supporting revenue growth initiatives.
Technology & Process Improvement
- Drive automation, digitization, and adoption of new technologies to enhance service delivery and operational efficiency.
- Lead process re-engineering initiatives to eliminate inefficiencies and strengthen controls.
Leadership & People Management
- Lead, coach, and develop a high-performing team.
- Promote a culture of accountability, collaboration, and continuous improvement.
- Manage workforce planning, performance management, and succession development.
Stakeholder & Vendor Management
- Collaborate with internal stakeholders including Retail Banking, IT, Risk, Compliance, and Operations.
- Manage relationships with external vendors for ATM maintenance, cash logistics, and technology services.
- Provide regular performance updates to senior management.
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