A Closer Look at Our Operations

Inside Our Bank: A Closer Look at Our Operations

Welcome to the heart of our operations.

At Metro Bank, we believe in transparency and empowering our customers and stakeholders with a deeper understanding of how we function. This section provides a detailed look into the various divisions that drive our success, each playing a crucial role in fulfilling our commitment to excellence, innovation, and sustainable growth.

From strategizing for the future to managing day-to-day operations, each function is staffed with dedicated professionals who work tirelessly to deliver exceptional service and value to our customers. We invite you to explore the inner workings of our bank and gain insights into the collaborative efforts that make us a trusted financial partner. Discover the people, processes, and technologies that power our bank.

Strategy Division

The role of this division is to chart the bank's course for future success. We strategize, implement, and monitor plans to achieve sustainable growth, innovation, and long-term goals. Our work involves defining and executing a comprehensive roadmap to realize the bank's vision, strategies, and objectives.

Key Responsibilities:

Strategy and Transformation Office

We translate the bank's strategy into actionable transformation initiatives, ensuring seamless integration at both operational and strategic levels.
We provide a framework for strategy development, technology implementation, data management, and service quality enhancement to strengthen the bank's competitive position.
We lead strategy execution, communication, and alignment across the bank, managing major transformation projects for maximum internal improvement.
We drive innovation by designing business solutions that address market shifts and evolving customer needs.
We analyze market dynamics, product performance, and competitive intelligence to inform strategic decision-making.

Business Development

We identify, evaluate, and acquire new customers to achieve growth targets and long-term plans.
We develop and execute growth strategies that drive financial gain and customer satisfaction, constantly exploring new markets and opportunities.
We build and maintain strong relationships with customers, promoting products and services that meet their objectives.

Product Management

We lead the design, development, and enhancement of the bank's product portfolio.
We identify and create innovative product solutions, overseeing product integrations, launches, and improvements.
We collaborate with internal departments to ensure product alignment with market needs and business objectives.
We develop training programs to support the successful launch and adoption of new products.

Marketing & Communications

We lead and manage the development of all marketing and communication strategies, both online and offline.
We oversee the execution of integrated marketing campaigns, ensuring alignment with the bank's goals and objectives.
We manage new product launches, brand promotions, and innovative marketing initiatives.
We collaborate with internal departments to identify customer needs and with external partners to execute joint marketing activities.
We oversee all communication channels, evaluate their effectiveness, and implement improvements to reach the target audience and enhance customer engagement.
The Strategy Division acts as the bank's strategic compass, guiding its growth and development. We focus on innovation, customer acquisition, product development, and effective communication to ensure the bank remains competitive and achieves its long-term vision.

Technology & Digital Channel Division

The role of this division is to drive the bank's digital transformation and execute digital strategies, leveraging technology to enhance customer experience, improve operational efficiency, and support business growth. We develop and implement digital banking services, maintain robust IT infrastructure, and harness the power of data and analytics to enable informed decision-making.

Key Responsibilities:

Strategy and Transformation Office

Core Banking & Applications: We manage the core banking system, the central platform that handles all banking transactions, account management, and customer data. We ensure the efficient, effective, and secure operation of this system and other critical applications. We develop and maintain various applications that support bank operations, including online and mobile banking, and integrate these seamlessly with the core system. We also manage the bank's data, ensuring its security and integrity.
Network & Infrastructure: We design, implement, and manage the bank's network and server infrastructure. We ensure the network is secure, reliable, and available, capable of handling transaction volumes without downtime. We proactively address network issues, manage upgrades and maintenance, and collaborate with other IT teams to ensure seamless integration with other systems. We stay abreast of technology trends to keep the bank's infrastructure modern and effective.
Data & Analytics: We manage the bank's data, collecting, cleaning, and storing it securely and efficiently. We utilize advanced analytics techniques to uncover patterns and insights that inform business decisions. We also employ data for risk management purposes and create business intelligence reports and dashboards to facilitate real-time, data-driven decision-making. We ensure all data and analytics activities comply with regulatory requirements.
User Support: We provide technical assistance and support to bank staff and customers, ensuring they can effectively utilize the bank's digital platforms and applications. We troubleshoot issues, answer inquiries, and provide training as needed to ensure a seamless and positive user experience.

The Technology & Digital Channel Division acts as the engine of the bank's technological advancement. We power the bank's digital capabilities, ensuring a secure, seamless, and satisfying customer experience, while also enabling data-driven decision-making and operational efficiency.

Branch Operations

The role of this division is to provide a comprehensive range of banking services and products tailored to the needs of individual customers. We strive to deliver superior customer service, build lasting relationships, and contribute to the bank's growth and profitability.

Key Responsibilities:

Strategy and Transformation Office

We manage the day-to-day activities of bank branches and centralized operations, ensuring smooth and efficient service delivery.
We prioritize excellent customer service, handling inquiries, resolving issues, and managing cash flow effectively.
We oversee branch operations, including staff scheduling and task assignments, ensuring all activities are completed on time and within budget.
We collaborate with other departments to promote the bank's products and services, attract new customers, and expand the customer base.

Consumer Banking Division

Consumer Products

We develop and manage a diverse portfolio of consumer banking products and services that meet the evolving needs of individual customers.
We conduct market research to identify customer preferences and industry trends, informing the development of new products and enhancements to existing ones.
We manage the entire product lifecycle, from pricing and feature development to marketing and sales support.
We collaborate with internal departments to ensure product alignment with target customer segments and provide ongoing training and support to sales staff.

The Consumer Banking Division is the face of the bank for individual customers. We strive to provide accessible, convenient, and personalized banking solutions, fostering long-term relationships and contributing to the bank's success.

SME Banking

The role of this division is to serve the diverse banking needs of businesses, ranging from small and medium-sized enterprises (SMEs) to larger corporations. We strive to attract, retain, and grow profitable relationships with these businesses, contributing to the bank's overall revenue growth.

Key Responsibilities:

Strategy and Transformation Office

We provide tailored financial solutions to small and medium-sized businesses, understanding their unique needs and challenges.
We build and maintain strong relationships with SME customers, offering personalized service and identifying opportunities for cross-selling relevant banking products.
We conduct thorough creditworthiness assessments to manage risk effectively while supporting the growth aspirations of SMEs.

Business Banking Division

Corporate Banking

We cater to the complex financial needs of larger corporations, offering sophisticated banking solutions and services.
We identify strategically important customer segments and develop targeted strategies to meet their specific needs.
We proactively manage risk exposure to corporate customers, ensuring robust risk mitigation strategies are in place.
We maintain close collaboration with the Risk Management Division to ensure sound credit decisions.

The Business Banking Division is dedicated to empowering businesses of all sizes with the financial tools and expertise they need to succeed. We strive to be a trusted partner, fostering long-term relationships and contributing to the economic growth of our clients and the communities we serve.

Business Banking Products

We cater to the complex financial needs of larger corporations, offering sophisticated banking solutions and services.
We identify strategically important customer segments and develop targeted strategies to meet their specific needs.
We proactively manage risk exposure to corporate customers, ensuring robust risk mitigation strategies are in place.
We maintain close collaboration with the Risk Management Division to ensure sound credit decisions.

The role of this function is to cultivate a thriving and engaged workforce by attracting, developing, and rewarding our people. We ensure the bank has the right talent strategically placed, fostering a motivated environment where employees feel valued and supported. By fulfilling essential HR functions, we contribute to the overall success of the bank.

Key Responsibilities:

Strategy and Transformation Office

Strategic HR: We develop and implement HR strategies aligned with the bank's overall business objectives, including long-term HR and succession planning.
Talent Acquisition & Development: We recruit top talent, design and deliver employee training and development programs, and facilitate the onboarding process for new hires.
Performance Management: We provide guidance and support on performance management processes, including reviews, goal setting, and feedback.
Compensation & Benefits: We manage payroll and benefits programs, ensuring competitive salary structures and attractive employee perks.
Employee Relations: We handle employee relations issues, such as conflict resolution and grievances, fostering a positive work environment.
HR Data & Analytics: We maintain accurate employee records, track attendance, and analyze HR data to identify areas for improvement.
HR Policy & Compliance: We design, implement, and monitor HR policies and programs, ensuring compliance with all relevant laws and regulations.
HR Business Partnering: We provide customized HR support to various functions within the bank, collaborating to identify staffing and development needs.
Internal & External Relationships: We foster strong relationships with internal stakeholders and external HR partners.
Continuous Improvement: We stay abreast of the latest HR trends and developments, driving HR functional excellence and process improvement.

People Operations Division

In essence, the People Operations Division is responsible for the entire employee lifecycle, from attracting and onboarding new talent to developing, rewarding, and retaining existing employees, all while ensuring compliance and contributing to the bank's strategic goals.

The role of this function is to proactively identify, assess, and mitigate all risks that could potentially impact the bank's financial stability, operational resilience, and reputation. We oversee the management of a broad spectrum of risks, including credit risk, operational risk, market risk, strategic risk, liquidity risk, compliance risk, and reputational risk. Our goal is to ensure the bank operates within a robust risk management framework, maintaining capital adequacy and adhering to all regulatory requirements.

Key Responsibilities:

Strategy and Transformation Office

Credit Risk Management: We perform thorough underwriting of new and existing loans, assessing financial conditions, repayment capacities, and associated risks. We analyze loan documents, conduct site visits, and communicate underwriting results to senior management. Our focus is on ensuring all analysis and underwriting adheres to credit policy, banking regulations, and commercial real estate underwriting policies. We also monitor credit statuses and manage risk associated with credit products.
Operational Risk Management:We lead and provide direction in managing potential operational risks that could impact the bank's performance and reputation. This involves collaborating with other divisions to mitigate risks, identifying vulnerabilities in internal processes, systems, and external events, and reporting operational risks and concerns to senior management and the Risk Management Committee. We also advise on new product/process development, proposing controls to mitigate inherent risks, and review existing SOPs to build a strong operational risk framework.
Market Risk Management: We identify, assess, and manage risks arising from changes in market conditions, such as interest rate fluctuations, foreign exchange movements, and equity price volatility.
Compliance Risk Management: We ensure the bank adheres to all applicable laws, regulations, and internal policies, minimizing the risk of legal and regulatory sanctions.
Liquidity Risk Management: We ensure the bank maintains sufficient liquidity to meet its obligations, even during stressed market conditions.
Reputational Risk Management: We protect and enhance the bank's reputation by identifying and managing risks that could negatively impact its public image.
Strategic Risk Management: We assess risks associated with the bank's strategic decisions and initiatives, ensuring alignment with its risk appetite and long-term objectives.

Risk Management Division

In essence, the Risk Management Division acts as the bank's guardian, proactively identifying and mitigating risks across all facets of its operations. By fostering a risk-aware culture and implementing robust risk management practices, we protect the bank's financial well-being and contribute to its sustained success.

The role of this function is to uphold the bank's integrity and ensure adherence to all applicable laws, regulations, and internal policies. We strive to create a strong, independent compliance function that effectively mitigates risks related to misconduct, money laundering, and other forms of non-compliance. Our work safeguards the bank's reputation and fosters trust among our stakeholders.

Key Responsibilities:

Strategy and Transformation Office

Compliance: We monitor legislative and regulatory activities, recommending policy implementations that support the bank's goals. We oversee the effective implementation of AML/CFT and fraud prevention policies, build relationships with regulatory bodies.
Legal Affairs: We oversee litigation cases and processes. We also provide legal expertise in reviewing, drafting, and negotiating contracts and other legal documents, ensuring accuracy and compliance. Additionally, we identify, assess, and mitigate legal risks that may arise from the bank's operations and transactions. We also develop training sessions on legal issues for bank employees.
Investor Relations: We facilitate the process of issuing new shares, transferring shares, and capital injection. We serve as a liaison between senior management and shareholders, fostering clear communication and positive relationships. We manage the communication of the bank's financial results and business developments to stakeholders, ensuring compliance with all relevant regulations.

Legal & Compliance Division

The Legal & Compliance Division serves as the bank's ethical and legal compass, ensuring operations are conducted with the utmost integrity and in full accordance with all applicable laws and regulations. We protect the bank from legal and reputational risks, fostering trust and confidence among our stakeholders.

The role of this function is to serve as the bank's independent third line of defense. We rigorously assess internal control systems, risk management practices, and governance processes to enhance organizational operations and safeguard the bank's assets.

Key Responsibilities:

Strategy and Transformation Office

Independent Assurance: We provide an independent and objective assessment of the relevance and reliability of the bank's financial and operational information.
Risk-Based Auditing: We implement a risk-based audit approach, focusing on areas of highest risk and ensuring a comprehensive evaluation of the bank's risk management practices.
Risk Management Assessment: We examine and evaluate the adequacy of the bank's risk management systems, identify potential threats, and recommend risk mitigation measures.
Internal Control Evaluation: We review and evaluate the efficiency and effectiveness of internal controls, ensuring the safeguarding of assets and promoting efficient operations.
Compliance Verification: We ensure conformance with all relevant laws, regulations, and internal policies, suggesting corrective actions where necessary.
Process Improvement: We leverage insights from risk assessments to identify and recommend operational process improvements, enhancing efficiency and effectiveness.
Consultancy & Collaboration: We offer consultancy based on audit findings, assisting departments in refining their processes and controls.
Communication & Reporting: We maintain open communication with senior management and the bank's audit committee, providing regular reports on audit findings, risk assessments, and areas of concern.
External Audit Facilitation: We support the external audit process by providing access to necessary documentation, prior audit findings, and other relevant information.
Continuous Learning: We stay abreast of industry developments, particularly in risk management and audit methodologies, ensuring that the audit function remains current and effective.

Internal Audit Division

The Internal Audit Division acts as an independent watchdog, providing critical oversight and assurance to the bank's operations. We promote transparency, accountability, and continuous improvement, contributing to the bank's overall stability and success.

The role of this function is to ensure the smooth and efficient operation of the bank's administrative and support services. We manage day-to-day operations, provide essential support to other departments, and maintain the bank's physical and logistical infrastructure.

Key Responsibilities:

Strategy and Transformation Office

Procurement: We manage the procurement cycle, including sourcing, contracting, negotiation, and vendor relationship management. We ensure cost-effectiveness and quality in the acquisition of goods and services.
Constructions & Property Management: We oversee the budget, construction, maintenance, and management of branch facilities. We collaborate with internal and external stakeholders to ensure projects are completed on time, within budget, and in compliance with regulations.
Transport: We manage the bank's vehicle fleet, ensuring proper maintenance, scheduling, and compliance. We also oversee staff transportation and manage vehicle-related expenses.
Security: We manage all aspects of security for the head office and branches, focusing on loss prevention and law enforcement liaison. We develop and implement security training programs, physical security procedures, and threat assessment protocols.
Asset Management: We manage the bank's assets, including record-keeping, depreciation, and regular audits. We monitor asset conditions, identify areas for improvement in asset management practices, and collaborate with other departments on asset strategies.

Operations Support Division

The Operations Support Division acts as the backbone of the bank's day-to-day operations, ensuring a safe, efficient, and well-maintained working environment. We facilitate the smooth functioning of other departments and contribute to the bank's overall operational resilience.

PERSONAL BANKING

SME BANKING

CORPORATE BANKING

ABOUT US