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.