About the job
The Assistant Head of Operations is tasked with overseeing branch operational functions to uphold efficient service delivery, robust cash management practices, and outstanding customer service standards. Additionally, the position entails monitoring ATM operations, managing frontline operations staff, and aiding the Head of Operations in fostering operational excellence.
Oversees and executes a range of critical duties, ensuring alignment with organizational objectives and operational standards. Responsibilities include managing key processes, coordinating team efforts, and maintaining compliance with established policies. The role demands meticulous attention to detail, strong problem-solving capabilities, and the ability to prioritize tasks effectively in a dynamic environment. Collaborates cross-functionally to drive project success, optimize workflows, and achieve measurable outcomes. Additionally, the position requires staying abreast of industry trends, adhering to deadlines, and fostering a culture of accountability and continuous improvement.
To guarantee full compliance with all service standards and Service Level Agreements (SLAs), aligned with the Bank’s customer segmentation framework, it is essential to deliver tailored, expedited service to Priority customers.
Support the transition of customers to alternative service platforms, verify the seamless operation and effectiveness of these channels—including e-branches and self-service options—and coordinate with relevant departments to minimize service disruptions.
Ensure that branch resources are allocated and prioritized in accordance with the Bank’s established service delivery framework and customer segmentation strategy.
Broaden and strengthen current and potential client connections while driving the sale of the Bank’s Personal and Business Banking offerings by executing cross-selling and upselling strategies.
Proactively oversee transactional behavior and ensure customer files are meticulously organized, current, and properly segmented while enforcing a strict zero-tolerance policy toward inactive or dormant accounts, as well as account closures.
Proactively gather and analyze customer feedback to pinpoint areas for service enhancement and new 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.
Verify the daily closing balance on the Central Bank of Nigeria (CBN) Statement of Accounts.
Authorize and sanction transactions in strict adherence to the Bank’s established approval thresholds and delegated authority levels.
Monitor cash drawer balances and allocate funds as needed, ensuring that the cash on hand remains within the approved insurance coverage limits.
Responsible for overseeing daily cash levels within the bulk room and vault to guarantee that all branch cash requirements are consistently fulfilled.
Monitor inter-branch cash flows and verify compliance with all established cash handling control protocols to ensure seamless and secure transactions.
Overseeing the ATM network’s operational reliability and ensuring accurate transaction reconciliations for the branch is a key responsibility of this role.
Maintain the branch’s cash limit by promptly transferring any surplus cash from the vault, coordinating with the bullion service to ensure compliance and efficiency.
Guarantee immediate resolution of service issues on the same day, escalating them when necessary to ensure timely and effective handling.
Ensures accurate end-of-day balancing and reconciliation of accounts, promptly resolving any discrepancies encountered on the same day.
Supervise teller operations and deliver essential on-the-job training to team members.
Promptly reconcile General Ledger (GL) accounts and resolve any discrepancies or exceptions identified during the process to maintain accurate financial records.
To guarantee that branch returns are submitted to Head Office promptly and efficiently.
Help compile essential management information reports, ensuring accuracy and timeliness in the compilation process.
Ensure unwavering adherence to established internal policies, procedures, and regulatory guidelines while maintaining the highest standards of operational integrity.
Diligently uphold and adhere to all applicable regulations and statutory obligations to guarantee full compliance.
Serve as the designated backup to the Branch Manager during their absence, ensuring seamless continuity of operations.
Execute any additional responsibilities delegated by the Head of Operations as required.
The position necessitates a bachelor’s degree in a relevant field, along with a minimum of three years of experience in a similar role. Proficiency in industry-specific software and tools is essential, along with strong analytical and problem-solving skills. Excellent communication abilities are required to effectively collaborate with team members and stakeholders. Additionally, candidates must demonstrate a proven track record of meeting deadlines and managing multiple projects simultaneously.
Proficient in banking operations, encompassing both domestic and international frameworks, with a comprehensive understanding of their processes and intricacies.
Demonstrates exceptional proficiency in managing office operations, organizing schedules, and maintaining efficient workflows with meticulous attention to detail.
Proven ability to lead and motivate teams effectively is essential. Strong interpersonal skills are required to foster a collaborative and productive work environment. The ideal candidate should demonstrate exceptional talent in guiding, developing, and supporting team members to achieve organizational goals.
Proven expertise in delivering outstanding customer service and fostering strong, lasting client relationships is essential.
Proven ability to negotiate effectively and persuasively in both formal and informal settings, ensuring mutually beneficial outcomes while maintaining strong professional relationships. Skilled in resolving conflicts, reaching compromises, and advocating for organizational needs with clarity and confidence. Strong interpersonal and communication abilities are essential to navigate complex discussions and secure advantageous agreements.
Proficient in both verbal and written communication is essential, with a strong emphasis on clarity, professionalism, and precision in all exchanges.
Skilled in maintaining meticulous records and managing transactional procedures with precision and efficiency are required. Proficiency in documenting processes accurately and handling financial transactions systematically is essential.
A solid grasp of Access Bank’s retail strategy, customer segmentation principles, and service delivery expectations is essential.
We seek a candidate with proven supervisory experience and strong leadership capabilities to oversee team operations and drive productivity. The ideal applicant will demonstrate effective communication skills, problem-solving expertise, and the ability to mentor and motivate staff. Responsibilities include managing workflows, ensuring adherence to company policies, and fostering a collaborative work environment. Proficiency in conflict resolution, performance evaluation, and strategic planning is essential. Applicants must possess excellent organizational skills and a track record of achieving team objectives.
Analytical and problem-solving skills are essential for this role, enabling the identification of complex issues, the evaluation of potential solutions, and the implementation of effective strategies to address challenges efficiently. Candidates must demonstrate a strong ability to interpret data, assess risks, and make informed decisions while maintaining attention to detail and logical reasoning. Proficiency in critical thinking is required to resolve problems systematically and adapt approaches based on evolving circumstances.
Strong interpersonal acumen and leadership capabilities are essential to this role. The ideal candidate will demonstrate the ability to effectively communicate, collaborate, and inspire teams while fostering a positive and productive work environment. Proficiency in guiding colleagues, resolving conflicts, and driving collective success through clear direction and motivation is required. These skills are critical for ensuring seamless teamwork and achieving organizational objectives.
Proficient in fostering team cohesion, providing mentorship, and resolving interpersonal disputes are essential competencies for this role. Demonstrated ability to cultivate collaborative environments, guide team development, and mediate disagreements constructively is required. These skills are critical for enhancing group performance and maintaining a productive workplace culture.
Proven ability to oversee overall operations, maintain structured workflows, and facilitate seamless collaboration among teams and departments is required.
An entrepreneurial spirit combined with a commitment to innovation is essential for success in this role. Candidates should demonstrate a forward-thinking approach and a proactive attitude toward identifying and capitalizing on new opportunities. The ideal applicant will exhibit creativity in problem-solving and a willingness to challenge conventional methods to drive progress.
Seeking a highly motivated individual to fill this role, possessing a strong background in the specified field with a minimum of three years of relevant experience. The ideal candidate will demonstrate proficiency in key technical skills, including but not limited to software development, data analysis, or project management, as applicable. Excellent communication and problem-solving abilities are essential, along with the capacity to work both independently and collaboratively in a fast-paced environment. A bachelor’s degree in a related discipline is required, and additional certifications or advanced degrees may be advantageous. Responsibilities include executing core tasks, leading initiatives, and contributing to team objectives while adhering to established deadlines and quality standards.
A bachelor’s degree in any field is required.
A master’s degree in banking or accounting is highly desirable.
Minimum of three years of relevant work experience is required for this role. Candidates must possess strong analytical skills and the ability to interpret complex data sets accurately. The ideal applicant will demonstrate proficiency in industry-specific software and tools, along with excellent communication skills to collaborate effectively with cross-functional teams. Problem-solving aptitude and adaptability to changing priorities are essential to thrive in this dynamic environment. Experience in project management or process optimization will be highly advantageous.
A minimum of one to three years of professional experience in banking or a financial institution, specifically within banking operations, is required.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years
