Senior Manager - Branch Operations & Service Delivery

JOB PURPOSE

The job holder will be responsible for providing strategic leadership and oversight for all Branch Operations functions, ensuring efficient, compliant, and customer-focused service delivery across all branch banking channels. The Senior Manager will also drive operational excellence, regulatory compliance, and continuous improvement in support of the organization's business objectives

KEY RESPONSIBILTIES

Leadership & Strategy

• Develop and implement the Branch Operations strategy in alignment with overall Operations and business goals.
• Lead, mentor, and develop a high-performing team of Branch Operations Managers.
• Foster a culture of service excellence, accountability, and continuous improvement.

Operational Oversight

• Oversee daily operations across Currency and Branch Service & Operations.
• Ensure all processes are efficient, customer-centric, and compliant with internal policies and regulatory requirements.
• Monitor key performance indicators (KPIs) and drive initiatives to improve operational efficiency and service quality.

Risk & Compliance

• Ensure strict adherence to regulatory requirements, internal controls, and risk management frameworks.
• Oversee the implementation of KYC, AML, and other compliance-related processes within Branch Operations.
• Lead audits and respond to findings, ensuring timely closure of action items.

Stakeholder Management

• Collaborate with other departments (e.g., IT, Risk, Compliance, Business Development) to support business initiatives and resolve operational challenges.
• Serve as the escalation point for complex operational issues affecting branch customers.

Process Improvement

• Identify opportunities for process automation, digitization, and re-engineering to enhance customer experience and reduce operational costs.
• Lead or sponsor projects aimed at operational transformation within the branch Operations segment.

ACADEMIC AND PROFESSIONAL QUALIFICATIONS

• University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree.
• Master's degree will be an added advantage.

WORK EXPERIENCE

• Minimum 8 years' experience in banking operations, with at least 3 years in a senior leadership role overseeing Branch operations.
• Strong knowledge of retail banking products, KYC/AML regulations, and operational risk management.
• Proven track record in leading teams, driving process improvements, and managing change

SKILLS & COMPETENCIES

• Practical experience in use of relevant MS office applications, especially Excel, Word and PowerPoint.
• Extensive knowledge of Banking theory and practice, Central Bank's Prudential Guidelines, FATCA, POCAMLA, POTCA and related procedures.
• Possess thorough knowledge of banking products and services and also a wider understanding of the general banking universe/Industry.
• Excellent and demonstrated leadership capacity including possession of strategic development, monitoring, execution and reporting skills (Have a strategic outlook)
• Strong organizational, administrative and analytical skills including oral and written communication skills.
• Strong negotiation and interpersonal skills and ability to motivate, coach and mentor staff.
• Good communication and engagement skills.

PROFESSIONAL CERTIFICATION

• Professional Banking qualification (AKIB) is an added advantage.