VP - Onboarding and Servicing

Client of Tandem Search

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.