About the job
The Assistant Head of Operations will oversee branch operational functions to guarantee seamless service delivery, robust cash management, and outstanding customer experiences. Additionally, this position includes responsibility for ATM performance monitoring, leadership of frontline operations teams, and collaboration with the Head of Operations to enhance overall operational efficiency.
Oversees a comprehensive range of essential duties and strategic initiatives, ensuring alignment with organizational objectives. Drives key operational processes, monitors performance metrics, and implements best practices to enhance efficiency and productivity. Collaborates with cross-functional teams to foster innovation, resolve challenges, and deliver measurable results. Maintains rigorous compliance with industry standards and internal policies while upholding the highest ethical and professional standards.
Maintain full compliance with all established service benchmarks and Service Level Agreements (SLAs) as defined by the Bank’s customer segmentation framework, while delivering tailored, expedited service solutions to Priority customers.
Assist in migrating customers to alternative channels while ensuring those channels (such as e-branches and self-service platforms) are optimized and fully operational. Coordinate with relevant departments to minimize service disruptions and maintain seamless functionality throughout the transition.
To guarantee the effective allocation of resources at the branch, aligning them with the Bank’s service delivery framework and customer segmentation strategy.
Strengthen current and potential partnerships while driving sales of the Bank’s Personal and Business Banking offerings by identifying and leveraging cross-selling and up-selling opportunities to enhance customer value and revenue growth.
Professionally oversee transactional behaviors and ensure meticulous organization of customer files, with strict adherence to active account management and prompt resolution of dormant or inactive accounts to facilitate timely account closures when necessary.
Diligently gather customer insights to uncover potential areas for service enhancement and growth opportunities.
Ensure that all documentation for deposit and withdrawal instruments is thoroughly completed and accurate.
Verify the accuracy and reliability of all instruments employed in transaction processing.
Ensure the daily balance is accurate on the CBN Statement of Accounts.
Review and endorse transactions in accordance with the Bank’s established approval thresholds to ensure compliance and operational efficiency.
Monitor cash drawer balances and disburse funds as required, ensuring the total amount of cash on hand remains within the authorized insurance coverage limits at all times.
Oversee daily cash levels within the bulk room and vault to guarantee that branch cash demands are satisfied.
Monitor inter-branch cash transfers and verify compliance with all established control protocols governing such transactions.
Oversee the continuous operational readiness of the branch’s ATM network and ensure accurate financial reconciliation processes.
Maintain branch cash limits to prevent any overages and facilitate the immediate transfer of surplus cash from the vault, in coordination with bullion services.
Promptly address and resolve service-related issues on the same day whenever possible, while escalating matters beyond your scope to the appropriate team or supervisor as needed.
Accountable for completing end-of-day account balancing and reconciliation, ensuring all discrepancies are resolved on the same day.
Oversee teller operations and deliver essential hands-on training to staff.
Promptly reconcile general ledgers and resolve exceptions to maintain accuracy and integrity in financial records.
Submit branch returns to Head Office promptly and in accordance with established deadlines.
Assist with compiling and organizing key data to support the creation of essential management information reports.
Ensure adherence to all internal policies and procedures without exception.
Ensure adherence to all applicable regulations and statutory obligations.
Serve as the primary point of contact and operational lead in the Branch Manager’s temporary absence, ensuring seamless continuity of branch functions and adherence to established policies.
Execute additional responsibilities as directed by the Head of Operations.
Requirements
Proficient in both domestic and international banking operations, with a comprehensive understanding of their processes and functionalities.
Demonstrates exceptional proficiency in administrative tasks, including organization, coordination, and efficient management of office operations.
Skilled at leading and motivating teams, fostering a collaborative work environment, and resolving interpersonal challenges with professionalism and empathy. Adept at communicating expectations clearly, providing constructive feedback, and supporting employee development to drive performance and engagement. Proficient in conflict resolution, team dynamics, and creating inclusive workplace cultures that encourage productivity and retention.
Skilled in delivering exceptional customer service and cultivating strong, enduring client relationships.
Effective negotiation abilities are essential, requiring the capacity to reach mutually beneficial agreements while maintaining strong interpersonal relationships. Candidates should demonstrate proficiency in analyzing complex situations, employing strategic approaches, and communicating persuasively to secure favorable terms. The role demands adaptability in high-pressure scenarios, ensuring outcomes align with organizational objectives while fostering collaboration with stakeholders. Prior experience in negotiating contracts, resolving disputes, or influencing decisions is highly advantageous.
Excellent verbal and written communication skills are essential for effectively conveying ideas, collaborating with team members, and engaging with stakeholders. The ability to articulate thoughts clearly, listen attentively, and adapt messaging to diverse audiences is critical.
Proficient in documenting processes with clarity and accuracy, as well as managing transactional activities efficiently.
Proficiency in Access Bank’s retail strategy, customer segmentation, and service delivery requirements is essential.
Demonstrates proficiency in overseeing teams, coordinating tasks, and ensuring operational efficiency through effective leadership and communication. Requires the ability to mentor staff, delegate responsibilities, and maintain high performance standards while fostering a collaborative work environment.
Demonstrates strong analytical abilities and a proficient capacity for problem-solving.
Proven ability to collaborate effectively with diverse teams, foster positive working relationships, and inspire team members to achieve shared goals. Demonstrated capacity to guide, mentor, and motivate others while maintaining a results-driven and inclusive work environment.
Proven ability to foster team cohesion, mentor staff, and resolve interpersonal disputes effectively is essential.
Exceptional leadership, administrative, and collaborative abilities are required to effectively oversee operations and ensure seamless integration of tasks.
We value candidates who demonstrate a strong capacity for innovation and possess an entrepreneurial mindset, actively seeking novel solutions and embracing calculated risks to drive progress.
We are seeking a highly motivated individual with a strong background in [specific field or industry] and a proven track record of success in [relevant experience or skills]. The ideal candidate will possess exceptional analytical abilities, outstanding communication skills, and the capacity to work both independently and collaboratively within a team environment. Duties include [key responsibility 1], [key responsibility 2], and [key responsibility 3], along with [additional responsibility 1] and [additional responsibility 2]. Additionally, the role requires proficiency in [specific software, tools, or methodologies], as well as the ability to meet deadlines and adapt to evolving priorities. A [specific degree, certification, or experience level] is mandatory, and prior experience in [industry or sector] is highly preferred.
A bachelor’s degree in any field is required.
A master’s degree in banking or accounting, while not mandatory, will be viewed favorably for this position.
Minimum of two years of relevant work experience is required for consideration.
With a minimum of one to three years of professional experience in a banking or financial institution, preferably within banking operations, you will bring a solid foundation to this role.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years