Description • The Assistant Head of Operations will coordinate branch operational activities to ensure efficient service delivery, effective cash management, and excellent customer service.
• The role also involves ATM monitoring, supervision of frontline operations staff, and supporting the Head of Operations in driving operational excellence.
Functions & Responsibilities
• Ensure strict adherence to all service standards and Service Level Agreements (SLAs) based on the Bank’s customer segmentation model and ensure customized and fast-tracked service to Priority customers
• Assist in the migration of customers to alternate channels, ensure the optimization and functionality of these channels (e-branches, self-service channels, etc) and liaise with respective units to ensure limited downtime
• Ensure resource prioritization at the branch in line with the Bank’s service delivery and customer segmentation model
• Deepen existing and prospective relationships and perform sales of the Bank’s Personal and Business Banking products through cross/ up selling activities
• Proactively monitor transaction activity and maintain accurate, well segmented customer files; maintain zero tolerance for inactive/dormant accounts and account closure
• Proactively seek customer feedback and identify service improvement areas and opportunities
• Ensure documentation in deposit and withdrawal instruments are complete and accurate
• Ensure validity of all instruments used in conducting transactions
• Verify daily balance on CBN Statement of accounts
• Authorize and approve transactions in line with the Bank’s approval limits
• Monitor till balances and provide funds as appropriate while ensuring cash-in-till exposure is within approved insurance limit
• Manage daily cash levels in the bulk room and vault and ensure branch cash requirements are met
• Monitor inter-branch cash movements/requirements and ensure adherence to all control procedures for cash movement
• Management of the branch’s ATM uptime and reconciliation.
• Ensure the cash limit of the branch is not exceeded and ensure the prompt transfer of excess cash from the vault in conjunction with bullion service
• Ensure same day resolution of service issues and escalate as required
• Responsible for the end-of-day balancing and reconciliation of accounts as well as same day resolution of issues
• Supervise activities of tellers and provide relevant on-the-job training
• Ensure prompt reconciliation of GLs and resolution of exceptions
• Ensure branch returns are rendered to Head Office on a timely basis
• Assist in the preparation of relevant management information reports
• Ensure strict compliance with internal policies, procedures and
• Ensure compliance with all regulations and statutory requirements
• Act as the stand-by in the absence of the Branch Manager
• Perform other duties as assigned by Head of Operations
Qualification • A good First Degree in any discipline
• Relevant Master’s Degree in banking or accounting will be an added advantage
Minimum Experience:
• Must have 4 - 5 years’ experience in a bank / financial institution with experience in banking operations
Generic / Supervisory Skills:
• Analytical and problem-solving skills
• Strong interpersonal and leadership skills
• Team building, coaching, and conflict management skills
• General management, organization, and coordination skills
• Innovation and entrepreneurial mindset
Requirements:
• Good knowledge and understanding of banking operations (domestic and international)
• Excellent administrative skills
• Good people management skills
• Excellent customer service and relationship management skills
• Good negotiation skills
• Good oral & written communication
• Good documentation and transaction processing skills
• Understanding of Access Bank’s retail strategy, customer segmentation and service delivery requirements.