Assistant Head of Operations - Retail Banking

Qualification & Experience

• A good first degree in any discipline
  
• Relevant master’s degree in banking or accounting will be an added advantage
  

Minimum Experience

• Minimum of 4 - 5years’ experience in a bank / financial institution with experience in banking operations
  

• Ensure strict adherence to all service standards and Service Level Agreements (SLAs) based on the Bank’s customer segmentation model and ensure customized and fast-tracked service to Priority customers
  
• Assist in the migration of customers to alternate channels, ensure the optimization and functionality of these channels (e-branches, self-service channels, etc) and liaise with respective units to ensure limited downtime
  
• Ensure resource prioritization at the branch in line with the Bank’s service delivery and customer segmentation model
  
• Deepen existing and prospective relationships and perform sales of the Bank’s Personal and Business Banking products through cross/ up selling activities
  
• Proactively monitor transaction activity and maintain accurate, well segmented customer files; maintain zero tolerance for inactive/dormant accounts and account closure
  
• Proactively seek customer feedback and identify service improvement areas and opportunities
  
• Ensure documentation in deposit and withdrawal instruments are complete and accurate
  
• Ensure validity of all instruments used in conducting transactions
  
• Verify daily balance on CBN Statement of accounts
  
• Authorize and approve transactions in line with the Bank’s approval limits
  
• Monitor till balances and provide funds as appropriate while ensuring cash-in-till exposure is within approved insurance limit
  
• Manage daily cash levels in the bulk room and vault and ensure branch cash requirements are met
  
• Monitor inter-branch cash movements/requirements and ensure adherence to all control procedures for cash movement