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National Operations Manager

Position Details

About the Role:

Reporting to the Head of Branch Network, this is role is to ensure the smooth and efficient functioning of daily operations within the Branch Network. This entails overseeing a wide range of operational tasks, including but not limited to, staff management, customer service, process optimization, and compliance adherence.

Key Deliverables:

  • Develop and implement operational policies and procedures to ensure smooth branch operations.
  • Monitor and manage operational and credit risks in Branches and Sub Branches.
  • Monitor and maintain branch compliance with regulatory requirements and internal policies.
  • Monitor and ensure regulatory notices are completed and submitted to legal per current standard, procedure and timelines
  • Validate and sign off on Confirmatory Authorities for Specially Printed Cheques for printing by the printer
  • Review and approve Share Point and Flexcube requests for Tax Clearance Certificates and Visa Debit Cards Limit amendment
  • Implement and monitor security measures to protect the branch and its assets.
  • Collaborate with other departments to ensure efficient and seamless operations.
  • Set performance targets and provide regular feedback to branch employees.
  • Foster a positive work environment that promotes teamwork and employee engagement.
  • Handle escalated customer inquiries or complaints and ensure timely resolution.
  • Monitor customer satisfaction levels and implement improvements as necessary.
  • Submit validated monthly ‘balance sheet’ account Returns & Compliance Certificates to Finance and Planning within agreed timeframes (BSP Group Reconciliation Policy)
  • Attend to any other tasks / responsibilities as delegated by Retail Branch Network Management

Essential Qualifications, Professional/Skills & Experience:

  • Tertiary qualification in Banking, Finance, Accounting, Business, or Commerce.
  • Minimum 5 years’ experience in branch operations in a supervisory role.
  • Experience with back-office systems and analytics.
  • Proven experience as Area Manager or similar managerial role.
  • Strong knowledge of banking systems, products, services, and SME requirements.
  • Proficient in Microsoft Word and Excel.
  • Strong business acumen and analytical skills.
  • Excellent leadership, communication, and team management skills.

Job Number - BSPPG04625

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