The Assistant Head of Operations will coordinate branch operational activities to ensure efficient service delivery, effective cash management, and excellent customer service. The role also involves ATM monitoring, supervision of frontline operations staff, and supporting the Head of Operations in driving operational excellence.

Functions & Responsibilities

Ensure strict adherence to all service standards and Service Level Agreements (SLAs) based on the Bank’s customer segmentation model and ensure customized and fast-tracked service to Priority customers
Assist in the migration of customers to alternate channels, ensure the optimization and functionality of these channels (e-branches, self-service channels, etc) and liaise with respective units to ensure limited downtime
Ensure resource prioritization at the branch in line with the Bank’s service delivery and customer segmentation model
Deepen existing and prospective relationships and perform sales of the Bank’s Personal and Business Banking products through cross/ up selling activities
Proactively monitor transaction activity and maintain accurate, well segmented customer files; maintain zero tolerance for inactive/dormant accounts and account closure
Proactively seek customer feedback and identify service improvement areas and opportunities
Ensure documentation in deposit and withdrawal instruments are complete and accurate
Ensure validity of all instruments used in conducting transactions
Verify daily balance on CBN Statement of accounts
Authorize and approve transactions in line with the Bank’s approval limits
Monitor till balances and provide funds as appropriate while ensuring cash-in-till exposure is within approved insurance limit
Manage daily cash levels in the bulk room and vault and ensure branch cash requirements are met
Monitor inter-branch cash movements/requirements and ensure adherence to all control procedures for cash movement
Management of the branch’s ATM uptime and reconciliation.
Ensure the cash limit of the branch is not exceeded and ensure the prompt transfer of excess cash from the vault in conjunction with bullion service
Ensure same day resolution of service issues and escalate as required
Responsible for the end-of-day balancing and reconciliation of accounts as well as same day resolution of issues
Supervise activities of tellers and provide relevant on-the-job training
Ensure prompt reconciliation of GLs and resolution of exceptions
Ensure branch returns are rendered to Head Office on a timely basis
Assist in the preparation of relevant management information reports
Ensure strict compliance with internal policies, procedures and
Ensure compliance with all regulations and statutory requirements
Act as the stand-by in the absence of the Branch Manager
Perform other duties as assigned by Head of Operations

Requirements

Good knowledge and understanding of banking operations (domestic and international)
Excellent administrative skills
Good people management skills
Excellent customer service and relationship management skills
Good negotiation skills
Good oral & written communication
Good documentation and transaction processing skills
Understanding of Access Bank’s retail strategy, customer segmentation and service delivery requirements

Generic / Supervisory Skills

Analytical and problem-solving skills
Strong interpersonal and leadership skills
Team building, coaching, and conflict management skills
General management, organization, and coordination skills
Innovation and entrepreneurial mindset

Qualification

A good first degree in any discipline
Relevant master’s degree in banking or accounting will be an added advantage

Minimum Experience

Minimum of 4 - 5years’ experience in a bank / financial institution with experience in banking operations

Assistant Head of Operations - Retail Banking