Branch Operation Manager

About the position

The position involves managing daily transactions for selected banking products, ensuring compliance with operational standards, and maintaining high levels of customer satisfaction. Responsibilities include approving transactions, managing service delivery, monitoring customer feedback, and ensuring compliance with internal and external audits. The role also encompasses staff supervision, coaching, and training, as well as contributing to branch performance through effective operations controls and customer service. Additionally, the manager is responsible for health and safety within the branch, ensuring that employees are trained and that safety protocols are followed. The role requires ownership of the archival portfolio and maintaining management information systems related to document archiving.

Responsibilities

• Approve daily transactions for selected products as applicable.
• Manage Service Delivery by observing queue time and length.
• Monitor customer satisfaction survey ratings and ensure continuous improvement.
• Conduct general reconciliation and compliance activities.
• Ensure satisfactory ratings in all internal/external audits.
• Ensure compliance with all Operations health documents.
• Ensure timely and accurate submission of all returns.
• Maintain control of keys, combination settings, and passwords.
• Ensure accurate processing of all customer instructions.
• Supervise, coach, and train staff for improved performance.
• Identify prospects for cross-selling from customer transactions.
• Contribute to branch performance through referrals and efficient customer service.
• Monitor transaction volumes and ensure effective transaction migration.
• Manage premises in areas of merchandising and housekeeping.
• Ensure health and safety for all employees and contractors.
• Own the archival portfolio for the branch and liaise with external vendors.

Requirements

• Diligent and punctual.
• Banking knowledge.
• Team management skills.
• Strong communication skills.
• Customer orientation and sales focus.
• Good interpersonal skills.

Nice-to-haves

• Graduate/Post Graduate degree.
• 1-4 years of overall experience in banking.
• Understanding of front and back office processes and procedures.

Benefits

• Competitive salary and benefits.
• Core bank funding for retirement savings.
• Medical and life insurance.
• Flexible working options.
• Proactive wellbeing support.
• Continuous learning culture.