Operations Manager

Job Title: 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):
Branch target achievement rate (sales, transaction volumes, FX margins).
Operational error rate (daily, monthly).
Customer wait time and transaction turnaround time.
Internal and external audit score results.
Treasury profitability (spread/margin performance, cost of currency procurement).
Vault balance accuracy and cash reconciliation efficiency.
Staff productivity (transactions per staff/day).
Customer satisfaction score from service touchpoints.
Operational cost efficiency and process improvement initiatives.

Qualifications & Requirements:
Bachelors degree in Finance, Operations, Banking, or related field.
Minimum 12 years' experience in operational management within a remittance, money exchange, or banking institution, GCC experience is preferable.
Proven experience managing multiple branches or operational units.
Solid understanding of treasury and dealing room operations.
Knowledge of QCB regulations and operational compliance frameworks.
Demonstrated leadership and team management skills.
Strong data analysis, reporting, and problem-solving capabilities.
Fluent in English; and Arabic speaking is required.
Familiarity with core remittance/FX systems and digital tools is highly preferred.