Manager, Operations

The Manager, Operations is responsible for overseeing the day-to-day operations of the BSU, Custody & Securities, Digital Wallet Operations, and Sales Office Operations Teams, ensuring that all banking regulatory guidelines are adhered to, while delivering an exceptional customer experience.

ROLE & RESPONSIBILITIES

BSU, Custody & Securities & Sales Offices

• Manage the day-to-day operations of the bank, including but not limited to BSU opening and closing activities, bank transaction authorization, cash report authorization, cash & cheque management, and custody & securities.
• Ensure that the sales offices/branches meet all regulatory requirements, including compliance with banking laws and regulations, anti-money laundering policies, and fraud prevention measures.
• Monitor customer feedback, complaints log and ensure the response SLAs are met.
• Review customer loan documents and authorize loan disbursements.
• Verify the accuracy of trade instructions, monitor trade settlements, and resolve discrepancies or issues.
• Monitor the distribution of customer statements, certificate of deposits, lease invoices, withholding tax certificates.
• Provide coaching, guidance, and performance assessments for direct reports.
• Ensure that all staff members are trained on bank policies and procedures and provide ongoing training as needed.

 Digital Wallet

• Oversee the daily operations of the digital wallet platform, including processing transactions, managing user accounts, and troubleshooting technical issues.
• Ensure the platform meets all security and compliance requirements, including data protection, anti-fraud measures and KYC/AML regulations.
• Manage the operations of the card indenting room.
• Report and escalate fraud activity to the fraud investigations unit.
• Provide coaching, guidance, and performance assessments for direct reports. 

OTHER ASSIGNED DUTIES

• To be determined from time to time by the VP of Operation or his/her designate.

COMPETENCIES/KNOWLEDGE AND SKILLS

• Strong knowledge of banking laws and regulations, including anti-money laundering policies and fraud prevention measures.
• Knowledge of payment processing and regulatory compliance in the digital payments industry.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with staff, customers, and senior management.
• Strong leadership and coaching skills, with the ability to motivate and develop staff to achieve performance goals.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making. 

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree in Business, Finance or a related field.
• 5+ years of experience in banking and the fintech industry, with at least 2 years in a management or leadership roles.
• Experience with digital wallet platforms or other mobile payment technologies