Branch Operation Manager

Key responsibilities

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

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