Role overview
What you'll be stepping into
Opportunity Bank Uganda is committed to serving communities through tailored lending, savings, and financial inclusion solutions. Grounded in strong ethical values and a transformational mission to serve the poor, the Bank maintains high standards of governance, risk management, and community support.
The Bank values integrity, professionalism, positive impact, and long-term partnerships that create economic opportunities within the communities it serves.
Job Purpose
The Manager – Branch Operations & Customer Service will lead operational excellence and customer experience across the Bank’s branch network, ensuring that branch operations are simple, efficient, well-controlled, and consistently deliver high-quality customer outcomes.
The role will drive the continuous improvement and transformation of branch operations by simplifying processes, eliminating inefficiencies and recurring service failures, strengthening controls, improving staff productivity, and leveraging technology and digitisation.
The Manager will also build capable teams and use operational and customer insights to achieve measurable improvements in turnaround times, service quality, productivity, cost-to-serve, control effectiveness, and customer satisfaction, while ensuring compliance with Bank policies and regulatory requirements.
Key Duties and Responsibilities
1. Branch Operations and Control
Oversee the consistent execution of branch operational processes across the Bank.
Establish and monitor branch operating standards, controls, procedures, and turnaround times.
Oversee branch cash management, including cash holdings, insurance limits, custody, movement, and excess cash management.
Monitor branch operational exceptions, transaction processing errors, and control breaches, ensuring timely corrective action.
Drive standardisation and continuous improvement of branch processes to enhance efficiency, control, and customer experience.
Build the capacity of branch operations staff through training, coaching, and performance monitoring.
2. Customer Service and Experience
Lead implementation of the Bank’s customer service standards across branches and monitor adherence to the Customer Service Charter.
Oversee complaints management, including resolution, escalation, ageing, and root-cause analysis.
Monitor service indicators, including turnaround times, complaints, recurring service failures, and customer feedback.
Identify systemic causes of poor customer experience and coordinate corrective action with relevant functions.
Promote a consistent service culture across the branch network and ensure customer-facing staff receive appropriate training.
3. Management and Planning
Contribute to the development and implementation of the Bank’s overall strategic plan to ensure that the Bank operates efficiently and sustainably.
Advise the Head of Operations on all aspects of banking operations.
4. Unit Planning and Management
Develop and oversee the implementation of annual work plans and operational activities, systems, and procedures.
Ensure operational activities are aligned with Bank of Uganda regulations, Bank policies, and customer expectations.
5. Operational Efficiency and Income Growth
Develop innovative and value-adding strategies to achieve set non-interest revenue targets efficiently, using appropriate delivery channels in line with the Bank’s strategic initiatives and plans.
Review, monitor, and communicate performance to relevant stakeholders.
Recommend new services and processes and support their implementation, ensuring alignment with the Bank’s mission.
Develop strategies that enable the Bank to achieve the desired level of operational efficiency using available resources.
Prepare and manage budgets while ensuring effective cost control.
6. Risk Management and Compliance
Identify operational risk factors and establish appropriate frameworks to mitigate risks within the Operations Department.
Ensure effective mechanisms are in place for the early detection and escalation of operational issues.
Ensure compliance with Operations policies and procedures, Bank of Uganda regulations, budget parameters, and the Bank’s operational risk management framework.
Take responsibility for audit, risk, and Bank of Uganda findings and reports, supporting resolution of identified issues and ensuring that repeat findings are avoided.
Perform any other duties as may be assigned by the supervisor from time to time.
Qualifications and Experience
A Bachelor’s degree in Commerce, Economics, Business Administration, or a related field.
Experience in a similar role will be an added advantage.
At least 5 years’ experience in the banking sector, with a minimum of 2 years in a management position.
Proven experience in banking operations, including developing systems and procedures that support the Operations function and customer service.
Good knowledge of Ugandan banking regulations and statutory requirements.
Personal Skills and Abilities
Excellent oral and written communication skills.
Strong analytical and numerical skills, including the ability to read and interpret financial reports, analyse trends, and apply financial and business management skills.
Basic IT knowledge.
Advanced people management skills.
Strong team-building skills.
Equal Opportunity Statement
Opportunity Bank Uganda is an equal opportunity employer. All qualified candidates are encouraged to apply regardless of disability, gender, marital status, religion, or ethnicity.
How to Apply
Interested candidates should submit:
A signed application letter.
Academic documents.
A curriculum vitae.
All documents should be combined into one PDF file. Applicants should clearly state the job title in the subject line of the email.
Applications should be sent to:
recruitment@opportunitybank.co.ug
Application Deadline
Wednesday, 16th September 2026 at 5:00 PM
How to apply