Head of Banking Operations

Banking Operations Management:

• 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:

• 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:

• Banking Operations Management
• Regulatory Compliance
• Branch Management
• Cash & Transaction Management
• Operational Risk & Controls
• Performance Management
• Customer Service Management
• Financial Reporting & Analysis
• Process Improvement
• Microsoft Office Suite