JOB DETAILS:
REPORTING TO: GROUP HEAD OF OPERATIONS

Purpose of position:
Reporting to the Group Head of Operations, responsible for overall management, supervision and control of operational activities within the branch, ensuring that customer expectations are fulfilled without any exposure to the bank. Continuously monitor performance standards, ensure seamless Operations and Customer Service including review of processes, controls and policies to optimise efficiency.

Key Responsibilities:
• Responsible for the implementation of bank Service strategy at branch level.
• Coordinate the activities of the front and back office to ensure effective service to both internal & external clients.

• Manage risks and internal controls affecting the branch and ensure that the necessary steps are taken to measure, monitor and control these risks.
• Manage customer service levels in the branch and ensure they are up to bank standards

• Maximize bank fees and deposits in line with bank strategy
• Undertake branch staff development and management
• Oversee branch administrative activities
• Implement Audit recommendation.

Desired knowledge, skills and abilities set:
• University degree in Business Administration, Finance, Commerce or any other related field.
• A minimum of 5 years’ experience in banking operations – 2 of which should be in a supervisory position
• Good communication and negotiation skills
• Leadership and management skills
• Excellent problem solving, analytical, attention to detail, decision-making, and team working skills.