Principle Accountabilities

Cash Management:


Monitor cash holdings across branches, ensuring they remain within approved limits.
Respond promptly to cash-related incidents from branches. ▪


Audit Compliance:


Track closure of exceptional audit items via audit trackers.
Conduct pre-audit/risk assessment checks to minimize audit risks and exposures.


Branch Operational Metrics:


Support the Senior Manager in achieving key operational targets, including fraud reduction and audit reviews.


Customer Experience:


Liaise with branches and the Customer Experience department to address and resolve customer issues, improving the Net Promoter Score (NPS).


Operational Efficiency:


Ensure timely submission of regulatory reports.
Resolve exceptional issues from branches’ weekly/monthly checklists.


Incident Management:


Act as the first escalation contact for branch emergencies (e.g., IT issues, power outages), coordinating speedy resolutions with relevant departments.


Business Continuity Planning (BCP):


Work with the Business Continuity Coordinator to develop and test recovery strategies.


Policy Guidance & Training:


Provide guidance and training on operational policies to Branch Operations Managers, Customer Service Officers, and Cash Officers.


Monitoring & Compliance:


Monitor branch service-level agreements (SLAs) and escalate non-compliance cases as necessary. o Track large cash transactions and implement mitigation measures for anomalies.


Key Competencies and Skills

Technical competencies


Strong interpersonal, communication, and presentation skills.
Effective planning and organizational skills.
High emotional intelligence and empathy.
Team player with excellent listening skills.


Minimum Qualifications, Knowledge and Experience

Academic & Professional


University Degree, preferably in Business related field such as Economics, Finance & Accounting from an accredited institution/university


Experience


Minimum of 3 to 4 years’ banking experience (preferably in Operations).
Strong understanding of banking products, policies, procedures services, and CBK Prudential Guidelines.