Branch Operations Manager

Role Overview

This role centres on maintaining the integrity of branch cash operations by overseeing vault and ATM custodianship, ensuring cash limits are met and downtimes are minimal. Day to day, the position involves coordinating cash repatriations, managing service channel availability, and deputising for the branch manager to drive business growth. Success in this role is critical to meeting quality assurance standards, retaining customers, and achieving acquisition targets while keeping fraud and compliance risks under control.

Key Responsibilities

• Ensure minimal ATM and CDM downtime by supervising custodianship and promptly addressing cash replenishment or technical issues.
• Maintain branch cash holding limits, cover overnight excess, resolve cash differences, and retrieve CDM deposits within set timelines.
• Act as second custodian for cheque books and debit cards, and conduct snap checks as required by head office operations and quality assurance.
• Lead the branch operations team to support customer retention, acquisition, and growth goals while actively promoting bank channels.
• Approve new accounts in line with KYC and AML procedures, verifying accurate customer instructions and adherence to turnaround times.
• Review and monitor withdrawals, deposits, and transfers to detect potential money laundering or fraud, ensuring large cash forms are properly documented.
• Address customer complaints and inquiries, escalating when necessary, and commit to set response times on calls and written correspondence.
• Conduct daily, weekly, and monthly reviews of branch operations reports, acting on exceptions, and supervise branch opening and closing procedures.

Requirements & Qualifications

• University degree (business-related field preferred).
• Professional banking qualification (e.g., AKIB) or accounting certification is an added advantage.
• Minimum 5 years of proven banking experience with strong exposure to branch operations, processes, and customer service.
• Solid understanding of core banking systems, particularly iMAL, and excellent product knowledge.
• Proficiency in the core banking system and other internal banking applications.
• Competence in Microsoft Office Suite (Word, Excel, Outlook).