About the job
The Assistant Head of Operations will oversee and align branch operational initiatives to deliver services efficiently, maintain strong cash management practices, and uphold superior customer service standards. This position includes responsibilities such as monitoring ATM performance, leading frontline operations teams, and collaborating closely with the Head of Operations to enhance operational performance across the organization.
Oversees and executes a comprehensive range of duties encompassing key operational, strategic, and administrative functions, ensuring alignment with organizational objectives and industry standards. Responsible for directing team activities, optimizing workflows, and fostering a collaborative environment to achieve measurable performance outcomes. Monitors progress against established benchmarks, identifies areas for enhancement, and implements data-driven solutions to refine processes and drive continuous improvement. Acts as a liaison between departments, stakeholders, and leadership to facilitate seamless communication, resolve challenges, and support cross-functional initiatives. Maintains compliance with regulatory requirements, company policies, and best practices while upholding accountability for results and resource allocation.
Maintain rigorous compliance with all service standards and Service Level Agreements (SLAs) as defined by the Bank’s customer segmentation framework, while delivering tailored, expedited service to Priority customers.
Assist with transferring customers to alternative service channels while ensuring these platforms (such as e-branches and self-service options) operate efficiently and effectively. Collaborate with relevant teams to minimize service interruptions and maintain seamless functionality throughout the migration process.
Ensure that resources at the branch are allocated and prioritized effectively in alignment with the Bank’s established service delivery and customer segmentation framework.
Strengthen current and new client connections while actively promoting the Bank’s Personal and Business Banking offerings through strategic cross-selling and upselling initiatives.
Monitor transaction activity proactively and ensure customer files are segmented accurately and meticulously maintained; enforce a strict zero-tolerance policy for inactive or dormant accounts while prioritizing timely account closures.
Proactively gather and analyze customer feedback to pinpoint opportunities for enhancing service quality and performance.
Ensure that all documentation associated with deposit and withdrawal instruments is thoroughly completed and verified for accuracy.
Verify the accuracy and reliability of all instruments utilized in transactional processes.
Daily verification of balances reflected in CBN Statements of Accounts is required.
Authorize and sanction transactions within the established approval parameters set by the Bank.
Monitor cash drawer balances and disburse funds as required, ensuring that the total cash in the drawer remains within the insured limits at all times.
Responsible for overseeing daily cash levels within the bulk room and vault while guaranteeing branch cash requirements are consistently fulfilled.
Oversee inter-branch cash transfers and liquidity needs while verifying compliance with established cash handling protocols and regulatory requirements.
Oversee the branch’s ATM operational availability and ensure accurate financial reconciliations.
The cash balance at the branch must be maintained within the authorized limit, with any surplus funds promptly withdrawn from the vault in coordination with the bullion service.
Promptly resolve service-related concerns on the same day they arise and initiate escalation procedures whenever necessary to maintain operational efficiency.
Ensures accurate end-of-day account balancing and reconciliation while promptly resolving any discrepancies on the same day.
Oversee the daily operations of tellers and deliver essential hands-on training to ensure proficiency.
Prompt reconciliation of general ledger accounts and expeditious resolution of exceptions must be diligently executed.
Timely submission of branch returns to Head Office must be ensured.
Support the development of key management information reports by contributing to their preparation and compilation.
Ensure full adherence to established internal policies, procedures, and regulatory standards to maintain operational integrity and mitigate risk exposure.
Ensure full adherence to all applicable regulations and statutory mandates in every operational activity.
Serve as the alternate representative in the Branch Manager’s temporary absence, ensuring seamless operational continuity and adherence to established protocols.
Execute additional responsibilities as directed by the Head of Operations, as needed.
Seeking a highly motivated individual with a strong background in project management and exceptional organizational skills to oversee project execution from initiation to completion. The ideal candidate will possess a minimum of five years of relevant experience, a proven track record of delivering projects on time and within budget, and proficiency in industry-standard software tools. Additionally, excellent communication abilities, both written and verbal, are essential for coordinating with stakeholders, managing team dynamics, and ensuring alignment with organizational objectives. A bachelor’s degree in a related field, along with relevant certifications, is required.
Proficient in both domestic and international banking operations, with a deep comprehension of their underlying principles and processes.
Demonstrates exceptional organizational abilities and a high level of proficiency in managing office duties with precision and efficiency.
Proven ability to effectively lead and develop teams, fostering a collaborative and high-performance work environment. Strong interpersonal skills with a focus on building trust, resolving conflicts, and motivating team members to achieve organizational goals.
Demonstrates exceptional proficiency in customer service delivery and cultivates strong, enduring client relationships with a focus on satisfaction and trust.
Proven ability to negotiate effectively is essential for this role. Candidates must demonstrate strong negotiation capabilities, including the ability to reach mutually beneficial agreements, resolve conflicts, and influence stakeholders. Experience in handling complex negotiations, whether in procurement, partnerships, or dispute resolution, is highly valued.
Proficient in both verbal and written communication is required.
Proficient in maintaining accurate records and executing transactional operations with meticulous attention to detail.
Proficiency in Access Bank’s retail strategy, customer segmentation practices, and service delivery standards is essential.
We seek an individual with strong supervisory capabilities and a proven track record in leadership roles. The ideal candidate will demonstrate exceptional organizational, communication, and problem-solving skills to effectively manage teams and projects. Responsibilities include overseeing daily operations, mentoring staff, and ensuring adherence to company policies and performance standards. Proficiency in delegation, conflict resolution, and strategic planning is essential, along with the ability to motivate and inspire teams toward achieving organizational goals. A minimum of five years of relevant experience in a supervisory capacity is required, along with excellent interpersonal skills and a commitment to fostering a collaborative and productive work environment.
Analytical and problem-solving skills are essential for this position, enabling you to assess complex situations, identify key issues, and develop effective solutions. A strong ability to interpret data and draw logical conclusions is required to support decision-making processes and drive continuous improvement. Proficiency in evaluating challenges from multiple perspectives and implementing structured approaches to problem resolution is expected. Additionally, the capacity to anticipate potential obstacles and proactively address them ensures efficient workflow and sustainable outcomes.
Exhibits exceptional interpersonal abilities and demonstrated leadership experience.
Possesses strong abilities in fostering team cohesion, providing mentorship, and resolving interpersonal disputes.
Proficiency in overseeing operations, structuring workflows, and aligning cross-functional activities is essential. The ability to lead teams, optimize processes, and maintain operational efficiency is required. Additionally, strong leadership in planning, delegation, and resource management is critical.
Innovating and cultivating an entrepreneurial perspective are essential to this role.
Seeking a highly skilled and experienced professional to oversee daily operations, ensuring compliance with industry standards and regulatory requirements. The ideal candidate will possess a minimum of five years of relevant experience in a similar role, along with a deep understanding of operational best practices, risk management, and strategic planning. Strong leadership abilities are essential to guide teams effectively, foster collaboration, and drive performance. Proficiency in data analysis, process optimization, and stakeholder communication is required to support decision-making and achieve organizational objectives. A bachelor’s degree in Business Administration, Finance, or a related field is mandatory, and relevant certifications, such as PMP or Six Sigma, are highly desirable.
Possessing a strong undergraduate degree from any academic field serves as an essential qualification for this opportunity.
A master’s degree in banking or accounting is highly advantageous.
Minimum Experience
Requires a proven track record of 1 to 3 years of hands-on experience within a banking or financial institution, specifically in banking operations.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years
