The Branch Operations Manager at Gulf African Bank is responsible for overseeing branch operational functions, cash management, custodianship of payment instruments, team leadership, customer query resolution, and strict adherence to KYC and AML compliance standards to drive operational efficiency and high-quality service delivery.
Key Responsibilities
Vault and ATM/CDM Custodianship: Ensure ATM downtimes are kept at a minimum, and ATM and vault limits are maintained.
Cash Management: Ensure branch cash holding limits are adhered to, excess overnight cash holding is covered, any cash differences reported and resolved, cash deposited via the CDM is retrieved and posted within guided timelines, and coordinate cash repatriations.
Custodianship: Act as the second custodian of all bank payment instruments including cheque books and debit cards.
Snap Checks & Quality Assurance: Ensure the branch undertakes various snap checks as guided by Head Office operations and Quality Assurance functions.
Branch Management & Business Growth: Deputize the Branch Manager by growing the business and actively promoting customer uptake and utilization of all bank channels.
Team Leadership: Lead the branch operations team in supporting the branch to achieve customer retention objectives, acquisition, and growth goals.
Audit Compliance: Implement audit recommendations pertaining to all departments under Branch Operations' jurisdiction.
Service Delivery: Ensure availability of all service delivery channels to keep customers fully attended to.
Operational Reporting: Conduct daily, weekly, and monthly reviews of branch operations reports to ensure exceptions are acted upon or escalated within acceptable time frames.
KYC & AML Compliance: Approve new accounts in line with KYC procedures, ensuring correct and accurate completion of customer instructions. Ensure adherence to all KYC & AML processes with regards to new business and observe acceptable turn-around time (TAT). Review/monitor transactions to identify potential money laundering or fraudulent activities, ensuring large cash forms are filled for transactions above reporting thresholds.
Customer Service: Appraise and promptly address customer issues/complaints, escalating as necessary to ensure timely resolution and strict adherence to set TAT on customer query response.
Staff Development: In conjunction with the Branch Manager, build and develop a high-performing and motivated staff team by creating teamwork, a good working environment, and regular duty rotations.
Branch Opening & Closing: Ensure branch is opened and closed as per approved timelines and operations staff are ready to serve customers.
Operational Effectiveness: Perform and support any other checks that improve operational effectiveness and efficiency.
Qualifications and Experience
A University degree (Holders of a Business-related degree will have an added advantage).
Professional Banking Qualification (AKIB) or accounting qualifications will have an added advantage.
Minimum 5 years’ proven working experience in a Banking environment, with sound exposure to Branch Operations & Processes, and customer service roles.
Good understanding of the bank’s systems, including the core banking system (iMAL).
