Branch Operation Manager

Key responsibilities

1. Operational control and audit

• Run daily branch operations in line with Bank policies, SOPs and BNR regulations: cash, vault, clearing, account opening, data entry, KYC and GL proofs.

• Achieve a satisfactory internal and external audit rating with zero repeat exceptions; close audit, call-over and control findings on time.

• Keep zero fraud, forgery and income loss from control failures; zero regulatory penalties.

1. Cash and branch financial discipline

• Manage the cash budget and vault within approved and insured limits; zero BNR and teller shortages or overages.

• Propose at least one cost-saving initiative a year worth 10% of an expense line.

• Support branch revenue and new account targets through accurate, fast processing.

1. Service quality and customer experience

• Achieve a branch customer satisfaction score of 85% and a top-3 ranking in KPMG or other external surveys.

• Keep transaction errors to a minimum and resolve complaints within the agreed turnaround time.

• Maintain branch ambience, ATM uptime and queue management; target 4-star mystery shopper and audit scores.

1. Product quality and customer base

• Keep dormancy at or below 5% and at least 80% of customers active.

• Ensure CX Specialists cross-sell and promote digital channels at the counter.

1. Support to the sales team

• Process accounts, loans and transactions from Relationship Officers and DSAs quickly and correctly.

• Work with other departments on projects and new processes.

1. People management

• Supervise the Head Teller, Tellers and Customer Care Officers; plan rosters, leave and training.

• Keep team conduct clean: zero sanctions, full annual attestation and survey participation.

• Keep team attrition below 10% and develop successors for critical roles.

1. Community

• Take part in at least one CSR activity a year.