Job Purpose Statement
Drive leadership, ensuring that proper processes, procedures, and controls are always adhered to by Salaries and Operation Department.
Support and ensure provision of Excellent Customer Experience.
 Responsible for the day-to-day unit operations ensuring timely closing of all system transactions, service to the customers (Branches) for all payments & keeping high level bank standards.
Key Accountabilities: 
Internal Controls, Processes & Procedures - 50% 

Ensure proper controls, processes & procedures are always adhered to as per the laid down bank policies. Business
Continuity Plan (BCP) implementation and disasterrecovery co-ordination
Ensuring department staffs are ready to serve customers majorly the branches.
Ensure adherence by the unit members cleanliness and tidiness (clean desk policy)
Ensure that the bank’s Policies are always adhered to when handling different products.
Ensure adherence to all KYC & AML processes with regards to new business and acceptable TAT is always observed.
Ensure all relevant units are always coordinated to maintain efficient operation activities.
Ensure compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers assets.
Ensure that relevant approvals for all transactions are always sought as guided by policies.
Responsible for strict cost management in the unit conduct regular reviews of the following cost elements where necessary
Ensure all relevant reports requested are submitted on timely basis.
Ensure team remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”

Financial/New Business - 20% 

Create ownership of the unit strategy and targets.
Ensure plans/ strategies and business goals for the unit are all aligned to the bank’s overall growth strategy.
Ensure unit all NFI due to the Bank in terms of charges, commissions, and fees are collected as per the ruling tariff.
Ensure unit meet the set targets for the period.

Customer Experience - 20%

Ensure excellent customer experience is maintained at all times. Ensure set TAT is achieved at all times.
Co-ordinate units initiatives aimed at gathering feedback from branches on service standards and advise business heads on improvements
Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution.
Ensure set TAT on response to customer queries on phone or by letters is strictly adhered to.
Ensure there is a robust departmental internal customer satisfaction rating by ensuring the team lives bank Values.
Provide high level of service to the internal customer based on accuracy, responsiveness, and turnaround time.
Provide leadership around customer experience.

Learning, growth & People Management - 10%

Build and develop a high performing and motivated staff team in the unit by creating a sense of team work, a good working environment and regular duty rotations to ensure maximum productivity.
Provide leadership by constantly offering training and guidance on the operations expectations. Adequate coaching and mentoring of unit staff
 Effectively manage, mobilize and coordinate units resources to achieve the common goals.
Help in resource planning, setting performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
Ensure that staff abide by the Bank Values at all times.
Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal/external training activities.
Manage performance /disciplinary issues/grievances for unit staff.
Willing to perform any other reasonable and lawful duties assigned by management

Qualifications
Academic:

A University degree (Holders of a Business-related degree will have added advantage)
Master’s Degree will be an added advantage

Professional:

Professional Banking Qualification (AKIB) or Accounting qualifications will have added advantage.

Desired work experience:

Minimum 5 years’ proven working experience in a Banking environment, with sound exposure to Branch Operations & Processes, 1 of which should be at a management level; 2 within a branch operations role and at least two 2 within customer service role.
Good understanding of the bank’s systems Finacle
Proven track record of consistently meeting customer expectations and exceeding set targets.
Excellent Bank product knowledge
Versatility, flexibility, passion and commitment to quality Customer experience/Service
delivery