Head of Branch Operations

Job Purpose:
The Head of Branch Operations is responsible for managing the day-to-day operational functions of the branch to ensure seamless service delivery, operational integrity, and compliance. This role acts as the primary custodian of internal controls and process efficiency within the branch.

Key Responsibilities:

• Operational Management:
  • Supervise daily branch activities including teller operations, account opening, clearing, and cash management.
  • Ensure all transactions are processed accurately and in a timely manner.
  • Optimize workflows to reduce turnaround times and improve customer experience.
• Compliance & Risk Control:
  • Enforce strict adherence to AML/CFT regulations, KYC procedures, and internal audit requirements.
  • Conduct regular reviews of operational processes to identify and mitigate risks.
  • Manage the branch’s cash limits, vault management, and security protocols.
• Customer Experience:
  • Oversee the customer service team to ensure professional and efficient handling of inquiries and complaints.
  • Address escalated operational issues to ensure prompt resolution.
• Team Supervision:
  • Train, mentor, and supervise operational staff (tellers, back-office support).
  • Conduct performance evaluations and ensure staff are up-to-date on new policies and products.

Qualifications & Requirements:

• Education: Bachelor’s degree in Business, Finance, or a related field.
• Experience: Minimum of 5 years’ experience in banking operations, with a strong understanding of back-office and front-line processes.
• Skills:
  • Excellent operational and customer service skills.
  • High attention to detail and strong analytical skills.
  • Deep knowledge of banking regulations and compliance standards.
  • Strong leadership capabilities with a focus on process improvement.

3. Job Title: Relationship Manager

Location: [Insert Location]
Reports to: Head of Business Banking / Retail Sales Manager

Job Purpose:
The Relationship Manager is responsible for acquiring new clients and managing a portfolio of existing customers. The primary goal is to deepen customer relationships, understand their financial needs, and provide tailored banking solutions to maximize revenue and customer loyalty.

Key Responsibilities:

• Sales & Business Development:
  • Actively prospect for new business opportunities through networking, referrals, and cold calling.
  • Achieve assigned sales targets for deposits, loans, and investment products.
  • Cross-sell bank products and services to existing clients to increase wallet share.
• Portfolio Management:
  • Manage a portfolio of clients (Retail or SME), acting as their primary point of contact for banking needs.
  • Conduct regular financial reviews with clients to assess their needs and recommend appropriate solutions.
  • Monitor client accounts to ensure credit quality and identify potential risks.
• Customer Service:
  • Provide exceptional, personalized service to build trust and long-term relationships.
  • Resolve client inquiries and issues promptly and effectively.
• Credit Analysis:
  • Prepare credit applications and proposals for loan facilities, ensuring all documentation is accurate and compliant with bank policy.

Qualifications & Requirements:

• Education: Bachelor’s degree in Finance, Marketing, Business, or a related field.
• Experience: Minimum of 5 years’ experience in a similar role within a commercial bank (Sales or Relationship Management).
• Skills:
  • Proven ability to deliver results and close sales in a competitive banking environment.
  • Strong understanding of credit analysis and financial statements.
  • Excellent communication, negotiation, and interpersonal skills.
  • Ability to build rapport quickly and maintain long-term client relationships.