Branch Operations Officer

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Job Summary

Provide permanent and immediate assistance to agencies in operational matters, focusing on the continuous improvement of processes, resolution of day-to-day difficulties and concerns, ensuring monitoring and compliance with Policies and Procedures, which may be due to lack of training or non-compliance domain of processes/systems and, consequently, improve the quality and TAT of customer service, thus providing a better experience.

• Ensure periodic review/update of the Operations Manual, issuance of Circulars and Communications on Operational processes and their alignment with current Policies and Standards;

• Evaluate the branches' current operating processes, design and propose plans for improvement/simplification;

• Forward letters received from BdM through Compliance and from the Courts through Legal to the agencies and ensure their resolution within the stipulated period;

• Instruct and monitor the implementation of recommendations contained in Forensic reports on agency fraud;

• Instruct and monitor the implementation of the auditors' recommendations/findings and their regularization within the established deadlines;

• Manage process reengineering projects and participate in others linked to the branches' operational processes;

• Propose and monitor the execution of optimization/rehabilitation projects for agencies under the BOP and/or minor repairs;

• Monitoring of the complaints resolution process and compliance with the SLA with the branches;

• Implementation and monitoring of COVID-19 prevention measures, including vaccination and management of registered cases; Management of WFH and WFO groups at Channell Department level, including assignment of data and computers;

• Design, alignment and approval of the agencies' Operational Mandates;

• Search for solutions to pending and escalating situations;

• Understand, update and apply the relevant governance procedures and compliance rules for agency activities;

• Follow up on other activities and tasks assigned to you.

Education

National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)