Assistant Manager – Banking Operations

Position Overview

• Our client, a reputable and regulated financial services institution, is seeking to recruit a highly analytical and resultsoriented Assistant Manager – Banking Operations to support operational excellence, transactional banking oversight, digital banking operations, and internal controls management.

Key Responsibilities

• Support implementation of banking operations strategies and operational excellence initiatives across the organization.
• Supervise and coordinate operational teams including customer service, internal controls, cash management, and transactional banking functions.
• Review, authorize, and monitor operational transactions including refunds, payrolls, transfers, account reactivations, and digital banking transactions.
• Ensure all operational transactions are processed accurately, authorized timely, and comply with internal procedures.
• Coordinate reconciliation of suspense accounts, invalid accounts, and operational exceptions.
• Support operational process reviews and recommend automation and process improvement initiatives.
• Monitor branch operations and enforce standardization of operational procedures across branches.
• Oversee digital banking operations including ATM cards, mobile banking, thirdparty agents, agency banking, and alternative banking channels.
• Monitor digital banking activity, transaction trends, and channel performance to identify operational risks and business opportunities.
• Ensure compliance with AML, KYC, operational risk management, and regulatory reporting requirements.
• Coordinate audit issue resolution and implementation of operational control improvements.
• Review operational MIS reports to monitor suspicious activity, dormant accounts, customer trends, and channel utilization.
• Support business continuity planning and operational risk mitigation initiatives.
• Monitor operational SLAs and ensure prompt resolution of customer service issues and operational bottlenecks.
• Support growth of deposits, customer accounts, and nonfunded income through operational efficiency initiatives.
• Coordinate user access controls and support digital banking systems administration processes.
• Prepare operational performance reports, departmental updates, and management reports.
• Coach, mentor, and support operations staff through training and performance improvement initiatives.
• Participate in branch visits, stakeholder engagements, and operational review meetings.
• Ensure confidentiality, integrity, and accuracy of customer and operational information.

Qualifications & Requirements

• Bachelor’s Degree in Business Administration, Banking, Finance, Commerce, Accounting, ICT, Risk Management, or a related field.
• Professional certification in Banking Operations, Customer Service, Risk Management, or Process Improvement will be an added advantage.
• Minimum of 3 years’ supervisory experience within banking operations or financial services operations.
• Experience in banking, microfinance, SACCO, or financial services sector is highly preferred.
• Experience in the same business is preferred.
• Strong understanding of banking operations, digital banking channels, and operational controls.
• Knowledge of AML, KYC, operational risk management, and regulatory compliance requirements.
• Proven experience in operational process improvement and team supervision.
• Strong analytical, communication, and leadership skills.
• Ability to manage multiple operational priorities and meet strict deadlines.
• Proficiency in core banking systems, digital banking platforms, and Microsoft Office applications.

Key Competencies

• Banking operations management
• Digital banking and channel operations
• Operational risk and compliance management
• Process improvement and controls enhancement
• Leadership and team supervision
• Customer service and stakeholder management
• Analytical and problemsolving skills
• Financial and operational reporting
• Communication and interpersonal skills
• Decisionmaking and organizational skills

End Date:12th June 2026