Role overview
What you'll be stepping into
Ensure efficient branch service delivery in line with branch standards and agreed customer service timelines.
Identify and implement cost efficiencies, workflow improvements, and service quality initiatives.
Maintain strong checks and controls to prevent operational losses, fraud, and other risk events.
Ensure adequate cash availability at the branch to meet customer withdrawal requirements.
Monitor critical reports on a timely basis and ensure compliance with relevant processes and procedures.
Drive customer migration to digital channels where appropriate, while maintaining strong customer experience.
Lead, coach, and support branch team members through performance management, development planning, training, and workplace coaching.
Ensure front-line staff complete required initial and ongoing training.
Detect and escalate suspicious transactions, money laundering concerns, forgeries, fraud, operational losses, and near misses.
Ensure compliance with Anti-Bribery, Anti-Money Laundering, Combating Financial Crime, customer data confidentiality, and other applicable risk and conduct requirements.
Promote the Bank’s values, Code of Conduct, Conduct Principles, and standards of ethics across the branch team.
Skills and Experience
Strong branch operations and service management experience.
Experience leading teams, managing performance, coaching employees, and supporting staff development.
Strong customer focus, with the ability to improve service quality and deliver strong customer outcomes.
Good understanding of operational risk, front-line risk management, governance, and compliance requirements.
Ability to manage workflow changes and drive process improvements.
Strong decision-making, collaboration, communication, and problem-solving skills.
Ability to manage ambiguity, act with urgency, and maintain trust through high standards of integrity.
Technical capability in business facilitation, change management, front-line risk management, business governance and support, and strategy and business model execution.
Qualifications
Bachelor’s degree in a related field.
Professional certification in Banking, Risk Management, Anti-Money Laundering, Financial Crime Compliance, or Operations Management is an added advantage.
Experience in branch operations, banking operations, customer service, or cash management,
Proven experience leading teams, driving operational excellence and managing risk, governance, and regulatory compliance.
Strong knowledge of branch operations, customer experience, operational controls and process improvement.
How to apply