Principle Accountabilities

Manage and Oversee Branch Network Controls & Risk

• Development and Re-evaluation of Branch operations manuals and process improvements.
• Monitor and review branch network daily cash/GL reconciliations in order to arrest cash differences for timely resolution.
•  Performance Management- Ensure targets are achieved for key Branch Operations related metrics (e.g. Frauds, Operations loss, Audit reviews etc.
• Responsible for providing guidance to the Branch Operations Managers & Branch Operations teams (CSO & Tellers) on key operational Policies and Training.
• Custodian of the BCPs for branches – Work with Business Continuity coordinator to formulate recovery strategies (Disaster Recovery & BCP plans), raise awareness of BCP within branches and coordinate periodic tests of the BCPs for branches.
• Preparing relevant management Information reports on branch audits within stipulated timelines.
• Take lead in bank data clean up that affects customer service delivery including dormancy.
• Handle routine requests from branches seeking confirmation and oversee authority for destruction of obsolete items/ records.
• Cash control /management across the branches- Monitor branch cash holding trends, ensure daily cash limits remain within approved limits consistently and are balanced, ensure cash incidents from branches are responded on time.
• First escalation contact for portfolio branch emergencies /incidences e.g. offline, blackout, IT issues etc. -follow up with the responsible departments to provide speedy solutions.
• Liaise with branches to ensure proper preparations for audit/compliance checks to avoid repeat issues.
• Approve daily requests for cash holding limit breaches for branches.
• Review of compliance/Audit reports for branches with the quest to ensure that corrective action & recommendations are addressed.
• Ensure that the operations staff strictly adhere to banks operating procedures & policies & AML guideline to ensure all controls are observed.
• Directing, motivating and developing staff so as to ensure succession plan for branch continuity is in place.

People Management & Administration:

• Assist manage Operations Managers’ team at the branch by providing ongoing individual coaching and training to ensure achievement of set goals.
• Cultivate a team culture that enhances support for each other to ensure overall productivity among the branch operations & account opening team.
• Arrange, conduct or recommend appropriate training for operations team to enable them carry out their duties effectively & efficiently.

Manage and Oversee branch network service delivery:

• Ensure the branch attend to customer banking needs in a timely manner and manage their expectations.
• Monitor & ensure customer service standards at the branch are met & maintained at all customer touchpoints.
• Responsible for monitoring of service level agreements between branches and internal departments, manage cases of non- compliance to internal SLA’s and escalate to General Manager, Branch Business.
• Overall Branch Net Promoter Score (NPS).

Key Competencies and Skills

Technical and General Competencies:

• Technical competencies: Business process re-engineering & orientation, strong understanding of prudential guidelines, AML policies, POCAMLA and other professional qualifications such as AKIB
• General competencies: Team Work and Interpersonal skills, Leadership Skills, Analytical Skills, Integrity and Professionalism, Communication Skills & strategic thinking, problem assessment & solving, strong attention to detail. 

Minimum Qualifications, Knowledge and Experience

• Education: A University degree in a business-related field.
• Experience: Minimum of 4yrs experience in operations within the Banking Industry.