About the job
The Assistant Head of Operations is responsible for overseeing and coordinating daily branch operational activities to uphold efficient service delivery, robust cash management, and outstanding customer service. This position includes responsibilities such as monitoring ATM operations, supervising frontline staff, and collaborating with the Head of Operations to advance operational excellence.
Oversee and execute a comprehensive range of duties and obligations associated with the position, ensuring alignment with organizational goals and operational standards. This includes managing critical tasks, facilitating cross-functional collaboration, and implementing processes to enhance efficiency and productivity. Actively participate in strategic planning, monitor performance metrics, and drive initiatives to achieve measurable outcomes. Additionally, uphold compliance with industry regulations, maintain meticulous documentation, and foster an environment conducive to innovation and continuous improvement.
Maintain full 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.
Support the seamless transition of customers to alternative service platforms, uphold the operational efficiency and performance of these channels—including digital banking branches and self-service solutions—and coordinate with relevant departments to minimize service disruptions.
Prioritize resources at the branch in alignment with the Bank’s service delivery standards and customer segmentation framework.
Strengthen current and potential client relationships while driving sales of the Bank’s Personal and Business Banking products through strategic cross-selling and upselling initiatives.
Diligently oversee transactional activity while ensuring customer files are meticulously organized and segmented; enforce a strict policy against inactive or dormant accounts, striving for the prompt closure of such accounts.
Actively gather customer feedback to uncover potential areas for service enhancement and new opportunities.
Ensure that all deposit and withdrawal instruments are documented completely and accurately.
Verify the accuracy and reliability of all equipment utilized in transaction processes.
Ensure that the daily balance on the Central Bank of Nigeria (CBN) statement of accounts is accurately reviewed and confirmed.
Authorize and sanction transactions in accordance with the Bank’s established approval thresholds and delegated authority levels.
Monitor cash drawer balances and allocate funds as needed, ensuring adherence to the designated insurance threshold for cash-on-hand exposure.
Oversee daily cash levels within the bulk room and vault while ensuring all branch cash requirements are fulfilled.
Oversee inter-branch cash transfers and verify compliance with all established cash handling control protocols.
Oversee the branch ATM’s operational reliability and ensure accurate reconciliation processes are maintained.
Please maintain the branch’s cash limit at all times and arrange for the immediate transport of any surplus cash from the vault in coordination with the bullion service provider.
Promptly address service issues on the same day they arise and initiate escalation procedures whenever necessary.
Ensures the accurate balancing and reconciliation of accounts at the end of each business day while promptly resolving any discrepancies encountered on the same day.
Oversee teller operations and deliver hands-on training to ensure proficiency in daily tasks and adherence to established protocols.
Promptly reconcile general ledgers and resolve any exceptions to maintain accuracy and integrity in financial records.
Promptly submit branch returns to Head Office as required to maintain accurate and up-to-date reporting standards.
Support the compilation and production of essential management information reports.
Ensure full adherence to all internal policies, procedures, and regulatory standards to maintain operational integrity and mitigate risk exposure across the organization.
Guarantee adherence to all pertinent regulations and legal obligations.
Serves as the designated backup in the Branch Manager’s temporary absence.
Execute any additional responsibilities delegated by the Head of Operations as needed.
Requirements
Experienced with banking operations, both domestically and internationally, ensuring comprehensive knowledge and a deep understanding of the processes involved.
Demonstrates exceptional organizational prowess and meticulous attention to detail in managing administrative tasks efficiently. Proficient in coordinating schedules, handling correspondence, and maintaining accurate records while ensuring seamless office operations. Strong capability in prioritizing responsibilities, meeting deadlines, and supporting team objectives with unwavering professionalism.
Exceptional interpersonal abilities are essential for fostering a collaborative and productive team environment. The ideal candidate should demonstrate a strong aptitude for guiding, motivating, and developing team members while maintaining open communication and addressing concerns effectively.
Exceptional proficiency in customer service and relationship management is essential.
Proficient in negotiation techniques, with demonstrated ability to secure favorable terms and resolve disputes effectively. Analyzes complex situations to identify mutually beneficial solutions while maintaining strong interpersonal relationships. Utilizes persuasive communication and strategic thinking to advocate for organizational objectives and achieve desired outcomes.
Skilled in conveying information clearly and effectively through both spoken and written means, ensuring precision and clarity in all professional interactions.
Proficient in maintaining accurate records and executing transactions with meticulous attention to detail. Demonstrated ability to produce clear, comprehensive documentation and process transactions efficiently while ensuring compliance with established procedures and standards.
Proficiency in Access Bank’s retail strategy, customer segmentation principles, and service delivery standards is required.
Seeking a seasoned professional with proven leadership capabilities to oversee and mentor a dynamic team. The ideal candidate will possess strong organizational, communication, and problem-solving skills to drive productivity and maintain high performance standards. Responsibilities include delegating tasks, providing constructive feedback, and ensuring adherence to company policies while fostering a collaborative work environment. A minimum of five years of supervisory experience and proficiency in relevant software tools are required. The role demands exceptional interpersonal skills, adaptability, and a commitment to continuous improvement.
Analytical and problem-solving skills are essential for this role, enabling the successful candidate to evaluate complex information, identify challenges, and develop effective solutions. Proficiency in analyzing data, recognizing patterns, and making informed decisions is required to address business needs and drive strategic outcomes. The ideal candidate must demonstrate the ability to approach problems methodically, think critically, and implement practical resolutions in a dynamic work environment. Strong attention to detail and logical reasoning are also critical to ensure accuracy and efficiency in executing responsibilities.
Versatile interpersonal abilities and demonstrated leadership experience are essential.
Proficiency in fostering team cohesion, mentoring staff, and resolving interpersonal disputes is essential.
Effective leadership in overseeing operations, ensuring streamlined processes, and maintaining cohesive team coordination are essential. Strong abilities in strategic planning, resource allocation, and cross-functional collaboration are required to drive organizational success and maintain operational efficiency.
We seek candidates with a strong drive for innovation and an entrepreneurial spirit, demonstrating the ability to think creatively and develop forward-thinking solutions. Ideal applicants will exhibit initiative, adaptability, and a proactive approach to identifying opportunities and overcoming challenges. The role requires an individual who embraces calculated risks, champions new ideas, and contributes to a culture of continuous improvement and growth.
Requirements include a Bachelor’s degree in a relevant field or an equivalent combination of education and experience. Candidates must possess at least three years of professional experience in a related role. Proficiency in industry-specific software and tools is essential, along with strong analytical and problem-solving skills. Excellent communication abilities are required to collaborate effectively with cross-functional teams. Candidates should demonstrate a track record of delivering projects on time while maintaining high standards of quality. Familiarity with regulatory compliance and best practices in the field is also expected.
A relevant bachelor’s degree in any field serves as the foundational requirement for this position.
A relevant master’s degree in banking or accounting would be advantageous.
Seeking candidates with a minimum of [X] years of relevant experience in [specific field/industry]. Proficiency in [key skills or tools] is essential, along with the ability to [specific competency]. Responsibilities include [detailed task or duty], ensuring [specific outcome or goal]. Strong [soft skill, e.g., communication, problem-solving] and adaptability are required to thrive in this dynamic role. The ideal candidate will demonstrate [additional qualification or trait] and a commitment to [relevant industry standard or value]. Familiarity with [specific process, regulation, or technology] is preferred but not mandatory.
Seeking candidates with a minimum of one to three years of hands-on experience in banking operations within a bank or financial institution.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years
