RM Process
The Relationship Manager (RM) is the primary point of contact between the bank and its clients. The RM is responsible for client acquisition, onboarding, ongoing account management, product cross-selling, and ensuring all interactions comply with regulatory requirements.
Loan Operations
Loan Operations is the back-office function responsible for the end-to-end processing of loan facilities — from documentation and disbursement through to repayment, account maintenance, and closure. Loan Ops ensures accurate and timely execution of all loan-related transactions in the core banking system.
Compliance Checks
Compliance checks are systematic controls and procedures to ensure the bank operates in accordance with applicable laws, regulations, and internal policies. The compliance function protects the bank from legal, regulatory, and reputational risk arising from non-compliance.
Complaints & Grievance
Customer complaints management covers the intake, investigation, resolution and reporting of complaints raised by retail and corporate banking customers. Institutions should maintain an effective process appropriate to their business, customers and applicable conduct requirements.
BCP & Disaster Recovery
Business Continuity Planning (BCP) and Disaster Recovery (DR) ensure that a bank can continue critical operations and recover IT systems following a disruption — whether from a technology failure, natural disaster, cyber incident, or pandemic.