Branch Operations Lead

Job Purpose

• To oversee and coordinate the day-to-day operational activities of the branch, ensuring efficient service delivery, compliance with the Bank’s policies and regulatory requirements, effective cash and vault management, accurate transaction processing, and proper customer account administration.
• The Branch Operations Lead is responsible for maintaining operational controls, mitigating risks, supervising branch operations personnel, and ensuring that all branch activities are conducted in line with approved procedures and service standards.

Key Responsibilities
Branch Operations Management:

• Oversee the daily operations of the branch, ensuring smooth, efficient, and timely service delivery.
• Ensure the branch opens and closes in accordance with approved operational procedures.
• Supervise transaction processing, account maintenance, customer requests, and other branch-related operational activities.
• Ensure all transactions are properly authorised, documented, and processed within approved turnaround times.
• Monitor daily operational activities and resolve routine operational issues, escalating complex matters to the Head of Operations.
• Ensure proper implementation of operational policies, procedures, and service standards across the branch.

Cash and Vault Management:

• Supervise teller operations, cash handling, cash balancing, and end-of-day reconciliation.
• Ensure daily cash counts are conducted and balances agree with the core banking system and approved cash records.
• Monitor branch cash positions and coordinate cash replenishment or evacuation in line with approved limits and procedures.
• Ensure proper custody, access control, and security of cash, vault keys, and other sensitive operational items.
• Investigate cash shortages, excesses, and other discrepancies, ensuring prompt reporting and resolution.
• Ensure compliance with cash holding limits and other applicable cash management requirements.

Account Opening and KYC Compliance:

• Supervise account opening, account maintenance, and customer information update processes.
• Ensure customer documentation is complete, accurate, verified, and properly stored.
• Monitor compliance with Know Your Customer (KYC), Customer Due Diligence (CDD), and other applicable regulatory requirements.
• Track pending, rejected, and incomplete account opening requests and ensure timely resolution.
• Ensure customer accounts are assigned the appropriate products, profiles, mandates, and transaction limits.
• Escalate suspicious activities, documentation irregularities, and potential fraud cases to the appropriate control functions.

Loans and Investment Bookings:

• Process loan bookings, disbursements, repayments, liquidations, and closures in accordance with approved credit decisions and operational procedures.
• Verify that all loan documentation, approvals, customer details, repayment terms, interest rates, tenor, and applicable charges are complete and accurate before booking.
• Process investment placements, fixed deposit bookings, rollovers, partial liquidations, full liquidations, and maturity instructions in line with approved terms and customer instructions.
• Verify principal amounts, interest rates, investment tenors, value dates, maturity dates, interest calculations, withholding tax, and maturity amounts before completing bookings.
• Ensure that all loan and investment transactions are accurately recorded in the core banking application and supported by the required documentation.
• Monitor loan and investment exceptions, failed bookings, matured investments, overdue instructions, and unresolved customer requests, ensuring timely resolution.
• Ensure that loan repayments, investment interest payments, and maturity proceeds are correctly processed and credited to the appropriate accounts.
• Maintain accurate records of loan and investment transactions and prepare relevant operational reports.
• Ensure that no loan or investment is booked, modified, disbursed, or liquidated without the required approvals and supporting documentation.

Transaction Processing and Reconciliation:

• Ensure branch transactions are accurately processed and appropriately authorised.
• Monitor transaction exceptions, failed transactions, suspense items, and unresolved operational entries.
• Ensure daily transaction balancing and reconciliation activities are completed within approved timelines.
• Investigate transaction discrepancies and coordinate resolution with Reconciliation, Finance, IT, and other relevant teams.
• Ensure all supporting documents are available for transactions processed manually or through approved exception procedures.
• Monitor compliance with maker-checker controls and segregation of duties.

Cards and Alternative Channels:

• Supervise branch-related card issuance, card custody, dispatch, and inventory management.
• Track unresolved card, POS, wallet, and channel-related complaints and coordinate resolution with the relevant teams.
• Ensure adequate custody and accountability for all assigned devices and operational materials.

Risk Management and Internal Controls:

• Ensure strict adherence to the Bank’s operational policies, approval limits, and control procedures.
• Identify operational risks, control weaknesses, and process gaps, recommending appropriate corrective actions.
• Prevent unauthorised transactions, improper overrides, fraud, and breaches of customer confidentiality.
• Ensure operational incidents, suspected fraud, cash discrepancies, and policy violations are promptly reported.
• Coordinate internal and external audit activities and ensure audit findings are addressed within agreed timelines.
• Maintain proper records and evidence to support operational reviews, investigations, and regulatory examinations.

Team Supervision and Performance Management:

• Supervise, guide, and monitor the performance of branch operations personnel.
• Allocate daily tasks and ensure adequate coverage across operational functions.
• Review staff productivity, transaction accuracy, turnaround times, attendance, and compliance with established procedures.
• Provide on-the-job coaching and identify staff training needs.
• Promote accountability, professionalism, teamwork, and adherence to the Bank’s code of conduct.
• Escalate staffing gaps, performance concerns, and disciplinary issues to the Head of Operations.

Customer Service and Complaint Resolution:

• Ensure walk-in customers receive prompt, professional, and accurate service.
• Monitor operational complaints and ensure resolution within approved service-level timelines.
• Coordinate with Customer Experience, Business Banking, IT, and other relevant departments to resolve customer issues.
• Escalate sensitive complaints, recurring service failures, and high-risk cases to the appropriate authority.
• Ensure customer information and financial records are handled confidentially.

Reporting and Documentation:

• Prepare and submit daily, weekly, and monthly branch operations reports as required.
• Maintain accurate records of cash positions, teller balances, account opening activities, transaction exceptions, and operational incidents.
• Monitor outstanding operational requests and ensure timely follow-up and closure.
• Report control breaches, unresolved discrepancies, service delivery issues, and resource requirements to the Head of Operations.
• Maintain an up-to-date inventory of branch operational assets, cards, POS terminals, and other assigned items.

Application Closing Date
26th October 2026.

How to Apply
Interested and qualified candidates should send their CV to: using the Job Title and their preferred location (Ibadan, Ogbomoso or Saki) as the subject of the email.

Note

• Qualified female candidates are encouraged to apply.
• Only shortlisted candidates will be contacted.

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