Job purpose

To ensure the effective implementation and administration of branch operations policy and process framework by implementation of the Banks operations strategy as assigned. The direct compliance of all branch activities with the bank regulations, code of conduct, standards of practice, adherence to internal policies and procedures with the highest standards as well as ensure effective and efficient coordination of the bank’s operations processes to deliver excellent customer service while mitigating operational risks.

Key Duties

Strategy Implementation

• Participate in the development of the Branch Operations Strategy, ensuring alignment with the Bank’s overall Operations Strategy.
• Develop annual performance plans for the Branch Operations Department in line with the Bank’s strategic objectives.
• Formulate policies and procedures for new products and review obsolete processes and procedures to support business growth and operational efficiency.
• Review branch operations across the region and report all events with potential operational and risk exposure.
• Ensure branches to uphold high operational standards through total compliance with policies and procedures.
• Implement the key deliverables in new initiatives relating to branch operations and service delivery.
• Compile and report on all frauds and forgeries in branches in the region within the agreed timelines in accordance with policy.
• Coordinate the regional branch resources and ensure optimum utilization
• Ensure 100 % compliance in Revenue collection
• Ensure optimal operational cost management in line with the approved limits
• Manage statutory and regulatory risk in branch operations.
• Advise General Manager, Branch operations and top management on key risk, the root causes and proposed course of action

Service Delivery and Customer Experience

• Develop and implement Service Level Agreements (SLAs) for all customer touchpoints and interactions between branches and Head Office departments.
• Ensure effective support to the branch network by Head Office units to deliver excellent customer experience, while proactively identifying and addressing service gaps through continuous improvement of processes, procedures, and service delivery standards.
• Coordinate staff training within the region on compliance requirements, customer service standards, and individual responsibilities in delivering quality customer experiences.
• Ensure assigned branches comply with operational and service delivery procedures, standards, controls, and Bank policies and guidelines.
• Drive customer satisfaction through operational effectiveness, efficiency, and timely resolution of customer complaints.
• Ensure branches are adequately staffed and provide support in the management and resolution of staff grievances and disciplinary cases within the region.
• Initiate and coordinate regional Branch Operations Management meetings focused on customer experience, gathering feedback, addressing complaints, and strengthening teamwork and collaboration.
• Monitor and ensure strict adherence to Bank SLAs and stipulated Turnaround Times (TATs), with a focus on achieving high levels of customer satisfaction in line with the Bank’s customer service standards and guidelines.
• Ensure branches have adequate and up-to-date tools, equipment, and infrastructure to support seamless operations and effective service delivery.
• Monitor system uptime across branches, particularly ATMs, Core Banking systems, and other alternative channels, and ensure incidents are escalated, followed up, and resolved within the agreed SLAs.
• Drive the adoption and effective utilization of Customer Relationship Management (CRM) systems across branches to enhance customer engagement and service delivery.
• Ensure timely resolution of CRM cases and provide guidance to Customer Experience teams on branch operational procedures, while facilitating CRM training for new staff.
• Conduct root-cause analysis of issues and complaints raised through the CRM system and drive corrective actions to prevent recurrence across the branch network

Risk, Compliance, Controls & Governance Responsibilities

• Ensure full compliance with the Bank’s policies, processes, and procedures across all branches, covering regulatory, compliance, and audit requirements.
• Advise Bank Management on appropriate corrective actions to address identified areas of non-compliance and control gaps.
• Drive zero operational losses and ensure 100% collection of applicable income and revenue.
• Identify, assess, mitigate, monitor, and report operational events and activities with potential risk exposure.
• Ensure that all internal and suspense accounts are reconciled accurately and within the stipulated timelines, in line with the Bank’s policies.
• Promote and maintain a strong culture of ethical conduct across branch operations, safeguarding and enhancing the Bank’s reputation for integrity, transparency, and accountability.
• Ensure strict adherence to Anti-Money Laundering (AML), Know Your Customer (KYC), and other applicable regulatory and operational requirements.
• Conduct regular branch compliance and self-risk assessments to identify and address control weaknesses.
• Undertake periodic surprise checks and branch reviews to ensure continuous adherence to the Bank’s policies, processes, and procedures.
• Develop and periodically review branch risk self-assessment tools, monitor identified risks, and ensure timely closure of outstanding risk exposures.
• Advise Management on emerging operational threats and risks and recommend appropriate corrective or mitigating actions.
• Work closely with Branch Management to strengthen adherence to policies, processes, and procedures and enhance internal controls aimed at preventing fraud, forgeries, and other operational losses.
• Prepare and submit accurate and timely management reports in accordance with established reporting requirements.
• Coordinate the collation and timely submission of ad hoc reports and information required by Senior Management.
• Ensure branch opening, closure and relocation activities are undertaken in accordance with CBK’s Prudential Guideline on Opening of New Place of Business, Closing Existing Place of Business or Changing Location of Place of Business (CBK/PG/11) and approved Bank guidelines and procedures.
• Ensure the proper safekeeping and management of Bank records and documents through effective document archiving, retention, and retrieval processes.
• Ensure branches maintain cash holding and vault limits, physical security standards (premises, alarm systems, CCTV), and cash-in-transit controls, in line with CBK’s Prudential Guideline on Minimum Security Standards and the Bank’s approved cash transaction authorization thresholds.
• Oversee agency banking operations within the region, including agent liquidity monitoring, agent risk assessment, and adherence to CBK’s Guideline on Agent Banking (CBK/PG/15).
• Ensure branches maintain and test business continuity and disaster recovery plans in line with CBK’s Prudential Guideline on Business Continuity Management (CBK/PG/14), covering system outages, security incidents, and other disruptions to branch operations

People Management

• Manage and supervise the Service Delivery Managers
• Cascade bank performance objectives for branch operations staff.
• Monitor performance and appraise operations in line with the set objectives.
• Manage non-performing staff through performance improvement programs and make recommendations to senior management and HR on appropriate action.
• Identify top talent and create a talent pool.
• Advise HR on optimal staff requirements based on specific branch needs.
• Manage staff rotation
• Develop a training curriculum for branch operations staff i.e. tellers, senior operations officers, service delivery managers and customer service teams.
• Ensure continuous and refresher training for branch staff in both classroom and online.
• Develop all branch operations staff through job training and coaching.
• Motivate and mentor staff to achieve high levels of performance
• Review all disciplinary issues with the General Manager and HR.

Knowledge Requirements

Skills and Experience required for this Role:

• Bachelor’s degree in any discipline.
• Leading and supervising
• Ability to analyze data
• Previous experience in performance management and staff training
• Able to prepare report for consumption by top management
• Minimum 5 years of experience in banking operations and customer service environment
• Good Communication Skills (written and verbal)
• Experience in statutory and regulatory management
• Proficiency in MS Office applications (Excel, PowerPoint, Word)
• Working knowledge of CBK Prudential Guidelines, the Banking Act, and AML/CFT (POCAMLA) requirements relevant to branch operations; a banking-related professional qualification (e.g. AKIB) is an added advantage.