Operations Manager - Perm

Operations Manager

Job Purpose : To lead, manage, and control the delivery of all operational services including but not limited to remittance, foreign exchange (FX), treasury, and wholesale activities across the company's branch network and back-office units. The Operations Manager is directly accountable for branch productivity, sales and revenue target achievement, operational efficiency, cash and treasury management, regulatory compliance, and service quality standards.

Key Responsibilities

• Oversee day‑to‑day operational activities across all branches and back‑office units, including customer service, wholesale, treasury, and dealing operations, ensuring timely, accurate, and efficient service delivery.
• Define and enforce branch‑level targets for remittance volumes, FX transactions, revenue generation, and productivity; monitor performance against these targets and implement corrective actions as needed.
• Set monthly and quarterly sales and transaction targets for each branch and operational team, in alignment with company goals.
• Closely monitor branch and staff performance, ensuring achievement of individual and collective targets through ongoing tracking, feedback, and performance coaching.
• Supervise treasury and dealing room activities including procurement of foreign currencies, rate setting, and margin monitoring.
• Ensure sufficient currency availability across branches and allocate foreign currencies according to operational needs; oversee both local and international currency procurement to meet business requirements.
• Manage foreign currency rate maintenance, including system updates, application of special rates, and adjustments in response to market fluctuations; execute bulk purchases / sales and negotiate favorable foreign exchange deals with correspondent banks to fund company accounts profitably.
• Oversee and execute foreign exchange transactions to ensure effective margin control by comparing average buying rates against average transaction rates for each currency.
• Support the Finance Department by managing and executing FX deals to replenish company accounts held with correspondent banks at the most cost‑effective rates.
• Ensure adequate insurance coverage and oversee all requirements related to the secure transportation and collection of cash across various locations.
• Lead branch productivity initiatives through improved resource utilization, queue management, service optimization, and front‑line staff performance.
• Work closely with the HR Department to recruit, train, and evaluate operational staff, ensuring alignment with service excellence, compliance, and business targets.
• Enforce strict controls over cash handling, vault security, operational risk mitigation, and adherence to internal policies across all branches.
• Implement and maintain SOPs, internal control mechanisms, and audit compliance tools across operational areas.
• Liaise with Compliance and Risk Management departments to ensure adherence to QCB regulations, internal policies, and audit requirements.
• Oversee the operational deployment and readiness of new services, system upgrades, and automation solutions to improve process efficiency.
• Ensure timely, accurate, and compliant reporting to senior management, auditors, regulators, and other stakeholders.
• Conduct periodic branch visits and performance reviews with a focus on operational excellence, target achievement, risk controls, and continuous improvement.
• Prepare and submit timely reports on operational KPIs, branch target achievements, treasury performance, and audit findings.

Key Performance Indicators (KPIs)

Qualifications & Requirements

#J-18808-Ljbffr