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.