Operations & Procedures

20 articles

Day-to-day operational procedures for payments, account management, client services, and risk management.

Subcategories

Payments & Transfers

5

Domestic and international wire transfer procedures, payment approvals, and investigations.

Account Management

5

Account opening, closure, maintenance, and dormant account handling.

Client Services

5

Complaint handling, client onboarding, relationship management, and SLAs.

Risk Management

5

Operational risk reporting, escalation procedures, business continuity, and third-party risk.

All Articles in Operations & Procedures

Bulk Payment Processing Guide

Operational guide for preparing, validating, approving, and executing bulk payment files, including payroll, vendor payments, and mass disbursements.

Updated 2025-09-05

Domestic Wire Transfer Procedure

Standard operating procedure for processing domestic wire transfers, including approval thresholds, system instructions, and compliance checks.

Updated 2025-11-15

Failed Payment Investigation Process

Procedure for investigating and resolving failed or rejected payment transactions, including root cause analysis, client communication, and regulatory reporting obligations.

Updated 2026-01-10

International Wire Transfer (SWIFT) Procedure

Comprehensive procedure for processing cross-border wire transfers via the SWIFT network, including message formatting, compliance requirements, and correspondent banking protocols.

Updated 2025-12-01

Payment Approval Hierarchy

Defines the authorisation levels and approval thresholds for all payment types processed by the Bank, including domestic, international, and bulk payment transactions.

Updated 2025-10-20

Account Closure Process

Standard procedure for closing client accounts, including balance settlement, regulatory holds, system deactivation, and record archival requirements.

Updated 2025-07-14

Account Maintenance and Updates

Procedures for processing account maintenance requests, including changes to client details, signatory updates, product modifications, and periodic KYC refreshes.

Updated 2025-11-30

Dormant Account Handling Policy

Policy and procedures for identifying, managing, and reactivating dormant accounts, including regulatory reporting obligations and escheatment requirements.

Updated 2026-01-25

Joint Account Setup

Procedure for establishing joint accounts, including mandate types, signatory arrangements, documentation requirements, and operational guidelines for account management.

Updated 2025-06-18

New Account Opening Procedure

End-to-end procedure for opening new client accounts, including KYC requirements, documentation checklists, system setup, and regulatory compliance obligations.

Updated 2025-08-22

Client Communication Standards

Standards and guidelines for all client-facing communications, including tone, format, channel usage, confidentiality requirements, and regulatory disclosures.

Updated 2025-09-28

Client Complaint Handling Procedure

Formal procedure for receiving, investigating, resolving, and reporting client complaints in accordance with regulatory requirements and the Bank's service standards.

Updated 2025-12-18

Client Onboarding Process

End-to-end process for onboarding new clients, from initial engagement through KYC completion, product activation, and post-onboarding follow-up.

Updated 2025-10-05

Relationship Manager Assignment

Guidelines for assigning Relationship Managers to client accounts, including eligibility criteria, portfolio allocation, handover procedures, and performance expectations.

Updated 2025-08-12

Service Level Agreements (SLAs)

Comprehensive reference of the Bank's internal and client-facing Service Level Agreements, covering response times, processing timelines, and escalation triggers across all operational functions.

Updated 2026-02-01

Business Continuity Plan Overview

Overview of the Bank's Business Continuity Plan, including governance structure, critical business functions, recovery priorities, and testing requirements.

Updated 2025-07-30

Disaster Recovery Procedures

Technical procedures for recovering the Bank's critical IT systems and infrastructure following a disaster event, including failover protocols, data restoration, and system validation steps.

Updated 2025-08-18

Incident Escalation Matrix

Defines the escalation pathways, notification timelines, and decision authority levels for operational incidents across all severity classifications.

Updated 2025-11-05

Operational Risk Reporting

Framework for identifying, recording, and reporting operational risk events, including loss data collection, key risk indicators, and reporting timelines to senior management and regulatory authorities.

Updated 2026-01-15

Third-Party Risk Assessment

Framework for assessing, monitoring, and managing risks associated with third-party vendors and service providers, including due diligence requirements, risk classification, and ongoing oversight obligations.

Updated 2025-12-22