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.