Experience Designer

Role Overview

This position centres on safeguarding daily branch operations, from supervising cash-handling staff to protecting the bank’s physical and financial assets. You will act as the operational anchor of the branch, ensuring every teller transaction is accurate, every control procedure is followed, and customers receive efficient, courteous service. By keeping the branch compliant, audit-ready, and cost-conscious, you directly contribute to the branch’s stability and its ability to grow revenue and retain clients.

Key Responsibilities

• Oversee teller activities, perform spot checks, and authorise customer transactions within approved limits and service timelines.
• Manage vault limits, coin and note inventories, cash-in-transit scheduling, and the secure custody of customer valuables.
• Enforce all operational, security, and control policies, flagging or resolving any gaps that could lead to fraud, loss, or asset exposure.
• Coordinate branch opening and closing routines, ensuring the banking hall and staffing are ready to serve customers promptly.
• Handle customer complaints and queries from start to resolution, log everything in the CRM, and keep the banking hall informed about current products.
• Support the branch’s financial targets by preventing revenue leakage, controlling overtime and consumable costs, and assisting relationship managers with retention and acquisition efforts.
• Train new operations staff, promote attendance at scheduled learning sessions, and encourage leave planning and skill development for the team.
• Maintain vigilance against money laundering by verifying customer identity, knowing the customer, and reporting suspicious activity without tipping off.

Requirements & Qualifications

• A Bachelor’s degree in social sciences or a business-related discipline.
• Completed cashiering and vault management training – this is mandatory.
• An AKIB qualification is an added advantage.
• At least 3–4 years of experience in branch operations, including a minimum of one year working as a custodian.
• A solid performance record, evidenced by a satisfactory rating over the last two appraisal cycles.
• Strong understanding of internal controls, teller supervision, and customer service standards in a banking environment.

What We Offer / Why Join

You will gain exposure to the full scope of branch operations while working alongside business and branch management to shape local strategy. This role offers a clear path for professional growth through structured training, team development responsibilities, and the opportunity to build a track record in operational excellence and audit readiness.