Senior Manager, Branch Service and Operations

HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Retail Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.

To Manage and oversee branch network service, operations, risk and compliance in order to increase customer experience, mitigate risks and increase operations efficiency. 

• Deadline: 2025-11-12
• Category: Retail
• Subsidiary: HFC

Principle Accountabilities

1.    Manage and Oversee Branch Network Controls & Risk

• Development and Re-evaluation of Branch operations manuals and process improvements.
• Monitor and review branch network daily cash/GL reconciliations in order to arrest cash differences for timely resolution.
•  Performance Management- Ensure targets are achieved for key Branch Operations related metrics (e.g. Frauds, Operations loss, Audit reviews etc.
• Responsible for providing guidance to the Branch Operations Managers & Branch Operations teams (CSO & Tellers) on key operational Policies and Training.
• Custodian of the BCPs for branches – Work with Business Continuity coordinator to formulate recovery strategies (Disaster Recovery & BCP plans), raise awareness of BCP within branches and coordinate periodic tests of the BCPs for branches.
• Preparing relevant management Information reports on branch audits within stipulated timelines.
• Take lead in bank data clean up that affects customer service delivery including dormancy.
• Handle routine requests from branches seeking confirmation and oversee authority for destruction of obsolete items/ records.
• Cash control /management across the branches- Monitor branch cash holding trends, ensure daily cash limits remain within approved limits consistently and are balanced, ensure cash incidents from branches are responded on time.
• First escalation contact for portfolio branch emergencies /incidences e.g. offline, blackout, IT issues etc. -follow up with the responsible departments to provide speedy solutions.
• Liaise with branches to ensure proper preparations for audit/compliance checks to avoid repeat issues.
• Approve daily requests for cash holding limit breaches for branches.
• Review of compliance/Audit reports for branches with the quest to ensure that corrective action & recommendations are addressed.
• Ensure that the operations staff strictly adhere to banks operating procedures & policies & AML guideline to ensure all controls are observed.
• Directing, motivating and developing staff so as to ensure succession plan for branch continuity is in place.

2.    People Management & Administration:

• Assist manage Operations Managers’ team at the branch by providing ongoing individual coaching and training to ensure achievement of set goals.
• Cultivate a team culture that enhances support for each other to ensure overall productivity among the branch operations & account opening team.
• Arrange, conduct or recommend appropriate training for operations team to enable them carry out their duties effectively & efficiently.

3.    Manage and Oversee branch network service delivery:

• Ensure the branch attend to customer banking needs in a timely manner and manage their expectations.
• Monitor & ensure customer service standards at the branch are met & maintained at all customer touchpoints.
• Responsible for monitoring of service level agreements between branches and internal departments, manage cases of non- compliance to internal SLA’s and escalate to General Manager, Branch Business.
• Overall Branch Net Promoter Score (NPS).

Key Competencies and Skills

Technical and General Competencies:

• Technical competencies: Business process re-engineering & orientation, strong understanding of prudential guidelines, AML policies, POCAMLA and other professional qualifications such as AKIB
• General competencies: Team Work and Interpersonal skills, Leadership Skills, Analytical Skills, Integrity and Professionalism, Communication Skills & strategic thinking, problem assessment & solving, strong attention to detail. 

Minimum Qualifications, Knowledge and Experience

• Education: A University degree in a business-related field.

• Experience: Minimum of 4yrs experience in operations within the Banking Industry.