Oversee day-to-day branch and banking operations to ensure smooth, efficient, and consistent service delivery.
Establish and monitor operational procedures, controls, and service standards across branches.
Identify operational gaps and implement practical measures to improve efficiency and productivity.
Ensure effective coordination between branch teams and head office functions.

Regulatory Compliance & Controls:

Ensure banking operations comply with applicable regulatory requirements, internal policies, and established procedures.
Monitor adherence to operational controls and escalate significant exceptions or risks.
Work closely with Compliance, Risk, and Internal Audit teams to address identified control gaps.
Support the implementation of regulatory and operational changes across the business.

Staff & Performance Management;

Lead, coach, and develop branch operations teams to achieve operational and business objectives.
Set clear performance expectations and monitor staff productivity.
Identify capability gaps and recommend appropriate training and development initiatives.
Promote accountability, professionalism, and a strong service culture.

Cash & Transaction Management:

Supervise cash management processes, including cash handling, balancing, reconciliation, and controls.
Ensure appropriate controls are maintained over branch cash and other operational assets.
Monitor transaction processes and ensure timely resolution of discrepancies.
Review operational reports to identify unusual activities, exceptions, or control weaknesses.

Customer Experience & Service Excellence:

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Drive consistent customer service standards across branches.
Monitor customer complaints, service issues, and resolution timelines.
Identify opportunities to improve customer experience and operational turnaround times.
Promote a customer-centric culture across banking operations.

Business & Profitability Support:

Work with business and branch leadership to support revenue growth and branch profitability.
Monitor operational performance against agreed business and efficiency targets.
Provide management with regular reports and insights on branch performance, operational risks, and improvement opportunities.
Support initiatives aimed at reducing operational costs while maintaining service quality.

Requirements
Education:
Bachelor's Degree in:

Banking and Finance,Finance,Economics,Business Administration,AccountingOr a related discipline.
Relevant professional qualifications in banking, finance, risk, or operations will be an added advantage.

ExperienceL

7–10 years of experience in banking or financial services.
Minimum of 3 years in a leadership or supervisory capacity.
Experience in branch banking, banking operations, microfinance, or a related financial services environment.
Demonstrated experience managing operational teams and maintaining strong internal controls.
Good understanding of banking operations, regulatory requirements, cash management, and customer service processes.

Technical Competencies:

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