We are seeking a motivated individual to assume this full-time position, offering a competitive salary and comprehensive benefits. The successful candidate will be responsible for overseeing key operational tasks, collaborating with cross-functional teams, and ensuring adherence to company policies and industry regulations. Proficiency in relevant software, strong analytical abilities, and exceptional communication skills are essential. Prior experience in a similar role, along with a track record of delivering measurable results, is required. This role demands adaptability, problem-solving aptitude, and a commitment to continuous improvement.
The Assistant Head of Operations will oversee branch operational functions to guarantee seamless service delivery, meticulous cash management, and outstanding customer service. Additionally, this position entails ATM performance monitoring, leadership of frontline operations teams, and collaboration with the Head of Operations to advance operational excellence.
Oversees and executes a range of critical functions and responsibilities essential to the role, ensuring alignment with organizational objectives and operational standards. Duties include managing key processes, coordinating team efforts, and maintaining high performance standards while adhering to strategic directives. Additionally, the position entails monitoring progress, resolving challenges, and fostering collaboration to drive efficiency and achieve measurable outcomes. The role demands meticulous attention to detail, adaptability to evolving priorities, and consistent delivery of results in a dynamic work environment.
Maintain full compliance with all service benchmarks and Service Level Agreements (SLAs) as defined by the Bank’s customer segmentation framework, while delivering tailored and expedited service exclusively to Priority customers.
Assist with the seamless transition of customers to alternative service channels while ensuring these channels—including e-branches and self-service platforms—are fully optimized and operational. Collaborate closely with relevant teams to minimize service disruptions and maintain uninterrupted functionality throughout the migration process.
Prioritize resources at the branch in alignment with the Bank’s established service delivery framework and customer segmentation strategy to optimize operational efficiency and service quality.
Strengthen current and potential client connections while driving the sale of the Bank’s Personal and Business Banking offerings through strategic cross-selling and upselling initiatives.
Monitor transaction activity vigilantly while ensuring customer files are current, meticulously organized, and properly segmented; enforce a strict zero-tolerance policy for inactive or dormant accounts, promptly addressing any necessary account closures.
Proactively gather and analyze customer feedback to uncover opportunities for enhancing service quality and driving continuous improvement initiatives.
Ensure that all documentation for deposit and withdrawal instruments is thoroughly completed and accurate.
Verify the accuracy and reliability of all instruments utilized in transactional processes.
Ensure the daily reconciliation of balances on CBN Statement of Accounts.
Review and endorse transactions in accordance with the Bank’s established approval thresholds to ensure compliance with regulatory and internal guidelines.
Monitor cash registers to reconcile balances and disburse funds as needed, ensuring that the total cash on hand remains within the insurer’s approved threshold at all times.
Oversee daily cash balances within the bulk room and vault to guarantee branch cash needs are fulfilled.
Oversee cash transfers between branches, verifying compliance with established control protocols for all monetary transactions.
Oversee the branch’s ATM operational availability and ensure accurate reconciliation of transactions to maintain optimal performance and financial integrity.
Maintain the branch’s cash limit by promptly transferring any excess funds from the vault in coordination with the bullion service.
Deliver timely same-day solutions for service issues, escalating matters when necessary to ensure resolution.
Ensures accurate end-of-day account balancing and reconciliation while promptly addressing and resolving any discrepancies encountered on the same day.
Oversee teller operations and deliver practical on-the-job training to enhance team performance.
Promptly reconcile general ledgers and efficiently resolve exceptions to maintain accurate financial records and operational integrity.
Ensure that branch returns are submitted to Head Office promptly and in accordance with established deadlines.
Prepare relevant management information reports in support of organizational decision-making processes.
Ensures rigorous adherence to established internal policies, procedures, and all relevant regulatory requirements.
Ensure adherence to all applicable regulations, statutory mandates, and legal obligations.
Serve as the alternate representative in the Branch Manager’s absence, ensuring seamless operational continuity and leadership during periods of unavailability.
Execute any additional tasks or responsibilities delegated by the Head of Operations as needed.
Requirements
Possesses a robust comprehension of banking operations, encompassing both domestic and international frameworks, with the ability to navigate complex transactional processes efficiently. Demonstrates a keen awareness of regulatory standards and market practices that govern financial transactions across diverse jurisdictions.
Demonstrates exceptional organizational and administrative capabilities with a keen attention to detail and a proactive approach to managing office operations efficiently. Possesses strong proficiency in handling multiple tasks simultaneously while maintaining high levels of accuracy and professionalism. Exhibits excellent written and verbal communication skills, ensuring seamless coordination with team members and stakeholders. Familiarity with standard office software, scheduling tools, and record-keeping practices is required to support daily administrative functions effectively.
Proven ability to lead and develop high-performing teams, fostering collaboration and professional growth through effective communication and mentorship.
Proven ability to deliver outstanding customer service and cultivate strong, lasting client relationships.
Proven ability to negotiate effectively and persuasively, ensuring mutually beneficial agreements while maintaining strong professional relationships. Adept at assessing situations, evaluating alternatives, and arriving at optimal solutions that align with organizational goals. Strong interpersonal skills to communicate persuasively and resolve conflicts amicably. Capable of handling high-pressure scenarios with tact and diplomacy.
Proficient verbal and written communication skills are essential, enabling clear articulation of ideas and effective conveyance of information in various formats.
Skilled in meticulously documenting processes and accurately managing transactional activities.
Proficiency in Access Bank’s retail strategy, customer segmentation methodologies, and service delivery standards is required.
We seek a candidate with exceptional leadership abilities and strong supervisory experience to oversee team operations. The ideal applicant will demonstrate proficiency in managing workflows, delegating tasks, and fostering a collaborative work environment. Responsibilities include guiding team performance, resolving conflicts, and ensuring adherence to company policies and procedures. Requirements encompass at least three years of supervisory experience, excellent communication skills, and a proven track record in team development. Additionally, the role demands a proactive approach to problem-solving and the capacity to motivate employees toward achieving organizational goals.
Analytical and problem-solving skills, coupled with a methodical approach, are essential for evaluating complex data, identifying underlying issues, and developing innovative solutions to drive informed decision-making and operational efficiency.
Accomplished in fostering collaborative relationships and guiding teams with confidence.
Demonstrated proficiency in fostering team cohesion, providing mentorship, and resolving interpersonal or organizational conflicts with tact and diplomacy.
Accomplished management, strong organizational abilities, and effective coordination skills are essential.
We seek candidates who embody innovation and possess an entrepreneurial mindset. This role requires individuals who are not only creative but also proactive in identifying and pursuing new opportunities. The ideal candidate will demonstrate a strong ability to think outside conventional boundaries, drive change, and take calculated risks to achieve growth. They should thrive in dynamic environments where adaptability and forward-thinking are essential.
Qualification
A relevant bachelor’s degree in any field is required.
A master’s degree in banking or accounting would be particularly advantageous.
A minimum of two years of relevant experience is required for this role. Applicants should have a proven track record in a similar position, demonstrating expertise in the key responsibilities outlined for this opportunity. Strong problem-solving abilities and a keen attention to detail are essential traits for success in this position. Additionally, familiarity with industry-specific tools and technologies is highly desirable.
Minimum of one to three years of professional experience in a banking or financial institution is required, with a focus on banking operations.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years