About the job
The Assistant Head of Operations will oversee branch operational functions to maintain efficient service delivery, optimize cash management, and uphold outstanding customer service standards. This position includes responsibility for ATM operations oversight, leadership of frontline operations teams, and collaboration with the Head of Operations to enhance overall operational performance.
Conducts a variety of duties and oversees key operations to ensure seamless workflow and adherence to organizational goals. Manages project timelines, coordinates team efforts, and implements strategies to enhance productivity and efficiency. Assesses performance metrics to identify areas for improvement, while maintaining compliance with company policies and industry regulations. Collaborates with cross-functional teams to drive innovation, solve complex challenges, and deliver measurable results.
To uphold the Bank’s customer segmentation framework, maintain unwavering compliance with all service standards and Service Level Agreements (SLAs), and deliver tailored, expedited service to Priority customers.
Provide support during the transition of customers to alternative service channels while maintaining the efficiency and operational integrity of these platforms—such as e-branches and self-service systems—and coordinate with relevant departments to minimize service interruptions.
Guarantee that branch resources are allocated and prioritized in alignment with the Bank’s service delivery framework and customer segmentation strategy.
Strengthen current and new client relationships while driving sales of the Bank’s Personal and Business Banking offerings by leveraging cross-selling and upselling strategies.
Proactively oversee transactional behavior while ensuring precise, meticulously organized customer records; enforce a strict zero-tolerance policy for inactive or dormant accounts, including prompt account closures when necessary.
Consistently gather customer insights and evaluate feedback to uncover areas for service enhancement and potential opportunities.
Ensure that all deposit and withdrawal instruments are documented accurately and comprehensively.
Verify the accuracy and reliability of all instruments utilized in transactional processes.
Verify the daily balance on the Central Bank of Nigeria (CBN) statement of accounts to ensure accuracy and compliance with established financial protocols.
Authorize and endorse transactions in strict accordance with the Bank’s established approval thresholds.
Monitor cash drawer reconciliations and disburse funds as required, strictly adhering to established cash-handling protocols to maintain till exposure within insured limits.
Oversee daily cash management operations within the bulk room and vault to ensure branch cash needs are consistently fulfilled.
Oversee cash transfers between branches to verify compliance with established control measures and ensure all movements adhere to regulatory requirements.
Responsible for ensuring the branch’s ATM operates consistently and remains fully functional, while also overseeing the accurate reconciliation of all transactions.
Verify that the branch’s cash holdings remain within the approved limit at all times, and promptly arrange for the transfer of any surplus cash from the vault to bullion services for secure handling.
Ensure service issues are resolved promptly, with same-day resolution as a priority, and escalate matters to higher authorities when necessary.
Ensures accurate end-of-day account balancing and reconciliation while promptly addressing and resolving any issues that arise the same day.
Oversee teller operations and deliver practical, on-the-job training to staff members.
Promptly reconcile general ledgers and resolve any exceptions efficiently.
Ensure that branch returns are submitted to Head Office promptly to maintain accurate and up-to-date financial reporting.
Support the compilation and development of essential management information reports.
Ensure adherence to all organizational policies, procedures, and regulations without exception.
Ensure adherence to all applicable regulatory standards and legal obligations.
Serve as the alternate representative in the Branch Manager’s absence.
Execute any additional responsibilities delegated by the Head of Operations as needed.
Seeking a highly organized and detail-oriented individual to oversee administrative operations and ensure seamless workflow efficiency. The ideal candidate must possess exceptional communication skills, proficiency in Microsoft Office Suite, and the ability to manage multiple priorities in a fast-paced environment. A minimum of three years of experience in an administrative or office support role is required, along with a strong understanding of standard office procedures and protocols. Responsibilities include coordinating meetings, maintaining records, handling correspondence, and supporting executive staff with various tasks as needed.
Proficient in both domestic and international banking operations, with a comprehensive understanding of their processes and functionalities.
Demonstrates exceptional organizational abilities and meticulous attention to detail in managing office tasks and procedures efficiently.
Exceptional interpersonal and leadership abilities are required to effectively oversee and guide a team. Strong communication skills are essential for fostering collaboration and ensuring clarity in roles and expectations. The role demands the capacity to motivate, inspire, and develop team members while maintaining a positive and productive work environment.
Demonstrated expertise in fostering strong customer relationships and delivering exceptional service to ensure client satisfaction and retention.
Proven ability to negotiate effectively, demonstrating strong interpersonal and communication skills to reach mutually beneficial agreements.
Skilled in articulate verbal and written communication, capable of conveying ideas with clarity and precision.
Strong proficiency in documentation and transaction processing is required.
Proficiency in Access Bank’s retail strategy, customer segmentation methodologies, and service delivery standards is essential.
Seasoned professionals must possess strong leadership capabilities and the ability to manage teams effectively, ensuring productivity and adherence to organizational standards. Candidates should demonstrate proficiency in delegating tasks, resolving conflicts, and fostering a collaborative work environment. Exceptional communication skills, both verbal and written, are essential for directing staff, providing clear instructions, and maintaining alignment with company objectives. Prior experience in a supervisory role is highly preferred, along with a track record of achieving performance targets and mentoring team members. The ideal candidate will exhibit strategic planning skills, adaptability, and a commitment to continuous improvement within the team.
Proficient in analytical reasoning and adept at resolving complex challenges efficiently.
Accomplished in fostering collaborative relationships and guiding teams with exceptional interpersonal and leadership abilities to achieve organizational goals.
Proven ability to foster team cohesion, provide effective guidance and mentorship, and skillfully resolve interpersonal disputes is essential.
Demonstrated expertise in overseeing overall operations, strategic planning, and effective coordination of resources and teams is essential.
Innovation and an entrepreneurial mindset are essential, driving progress and fostering creative problem-solving to identify and capitalize on opportunities.
Bachelor’s degree in Computer Science, Engineering, or a related field is required. Additionally, 5+ years of experience in software development, including proficiency in programming languages such as Java, Python, or C++, is necessary. Strong problem-solving skills and the ability to work collaboratively in a team environment are essential. Familiarity with agile methodologies and cloud technologies is also preferred. Excellent communication skills, both written and verbal, are mandatory.
A relevant bachelor’s degree in any academic field is required.
A master’s degree in banking or accounting, if applicable, would be highly beneficial.
A minimum of three years of relevant experience is required for this role, with a preference for candidates who have demonstrated success in similar positions.
A minimum of one to three years of professional experience within a banking institution or financial organization, specifically focused on banking operations, is required.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years
