About the job
The Assistant Head of Operations will oversee branch operational functions to maintain seamless service delivery, optimize cash management, and uphold outstanding customer service standards. This position includes responsibilities such as monitoring ATMs, managing frontline operations staff, and collaborating with the Head of Operations to enhance operational performance.
The role encompasses a comprehensive set of functions and responsibilities designed to ensure operational excellence and strategic alignment. Key duties include overseeing team performance, managing project timelines, and implementing process improvements to enhance productivity. Additionally, the position requires collaborating with cross-functional departments, analyzing data to inform decision-making, and maintaining compliance with industry regulations. Strong leadership, analytical prowess, and exceptional communication skills are essential to drive results and foster a collaborative work environment.
Maintain full compliance with all service standards and Service Level Agreements (SLAs) aligned with the Bank’s customer segmentation framework, delivering expedited and tailored service to Priority customers.
Provide support during the customer migration to alternative channels, maintain the performance and operational efficiency of these platforms (including e-branches and self-service options), and collaborate with relevant teams to minimize service disruptions.
Ensure that resources at the branch are allocated and prioritized in alignment with the Bank’s service delivery framework and customer segmentation strategy.
Strengthen current and potential client relationships while actively promoting and selling the Bank’s Personal and Business Banking products through strategic cross-selling and up-selling initiatives.
Proactively oversee transactional behavior and ensure precise, meticulously organized customer records; uphold a strict policy of zero tolerance for inactive or dormant accounts and expedite their closure.
Diligently gather customer feedback to uncover valuable insights and pinpoint opportunities for enhancing service quality.
Ensure that all documentation associated with deposit and withdrawal instruments is thoroughly completed and accurate.
Verify the accuracy and reliability of all instruments utilized in transaction processing.
Each day, conduct a thorough review of the CBN Statement of Accounts to confirm the accuracy of the recorded balance.
Review and endorse transactions strictly in accordance with the Bank’s established approval authority thresholds.
Monitor cash drawer balances and allocate funds as necessary, ensuring the total cash on hand remains within the approved insurance coverage threshold.
Oversee daily cash levels within the bulk room and vault to guarantee branch cash requirements are fulfilled.
Monitor inter-branch cash transactions and verify compliance with established cash movement control procedures to maintain accuracy and security. Ensure all cash-related activities align with organizational policies and regulatory requirements.
The ATM network at the branch must be monitored to ensure optimal uptime and accuracy, with daily reconciliation procedures completed to verify transaction completeness and resolve any discrepancies promptly.
The branch’s cash limit must be strictly maintained, with immediate transfer of any surplus funds from the vault, coordinated with bullion services.
Swiftly resolve service-related issues on the same day they arise, and escalate matters as needed to ensure timely and effective solutions.
Responsible for performing end-of-day account balancing and reconciliation, along with resolving any arising issues on the same day.
Oversee teller operations while delivering essential on-the-job training to staff members, ensuring adherence to company standards and fostering skill development.
Prompt reconciliation of general ledgers and swift resolution of exceptions must be executed without delay.
Ensure that branch returns are submitted to Head Office promptly and in accordance with established deadlines.
Support the development of key management information reports facilitating informed decision-making processes.
Ensure adherence to established internal policies, procedures, and regulatory standards without exception.
Guarantee adherence to all applicable regulations and statutory mandates to uphold organizational integrity and legal obligations.
Serve as the alternate representative in the Branch Manager’s temporary absence, ensuring seamless operational continuity and adherence to established protocols.
Execute any additional responsibilities as directed by the Head of Operations, ensuring alignment with organizational objectives and operational priorities.
Requirements
Proficiency in both domestic and international banking operations is required.
Demonstrates a high degree of proficiency in office management, including exceptional organizational abilities and meticulous attention to detail, ensuring seamless coordination of administrative tasks and efficient workflow.
Proven ability to lead and develop high-performing teams while fostering a collaborative and inclusive work environment is essential. Strong interpersonal skills to effectively communicate expectations, provide constructive feedback, and motivate team members toward achieving organizational goals are required. Experience in mentoring, coaching, and resolving conflicts to enhance employee engagement and productivity is expected.
Proven ability to deliver exceptional customer service and cultivate strong, lasting client relationships.
Skilled negotiators must demonstrate exceptional ability to reach mutually beneficial agreements, employing tactful communication and strategic thinking to resolve disputes or secure favorable terms.
Effective interpersonal and written communication skills are essential, enabling clear and concise exchanges in both professional and collaborative settings.
Proficient in preparing clear, accurate documentation and managing transactional processes with precision and efficiency are essential requirements for this role.
Individuals must demonstrate a comprehensive grasp of Access Bank’s retail strategy, customer segmentation principles, and service delivery standards.
We seek a candidate proficient in leadership and team management to oversee daily operations and mentor staff. The ideal applicant must demonstrate strong organizational and communication skills, along with the ability to delegate tasks effectively. Responsibilities include scheduling, performance evaluations, and ensuring adherence to company policies. Prior experience in a supervisory role is required, and familiarity with industry-specific tools is preferred. This position demands adaptability, problem-solving capabilities, and a commitment to fostering a productive work environment.
Demonstrates strong analytical abilities and a capacity for effective problem resolution.
Exceptional proficiency in interpersonal relations and demonstrated leadership capabilities are essential, requiring the ability to effectively engage with colleagues, guide teams, and foster collaborative environments to drive organizational success.
We seek candidates proficient in fostering collaboration, guiding team development, and resolving interpersonal disputes with tact and diplomacy. Strong interpersonal skills are essential for cultivating a cohesive work environment, mentoring team members, and addressing conflicts constructively to maintain productivity and morale.
Proven ability to oversee operations, delegate tasks efficiently, and maintain structured workflows is essential. The role demands strong leadership in managing teams, coordinating projects, and ensuring seamless execution of plans. Exceptional organizational skills are required to align resources, streamline processes, and uphold high standards of productivity.
We are seeking individuals with a forward-thinking approach and a passion for driving change, who thrive in dynamic environments and embrace calculated risk-taking. Candidates must demonstrate an ability to identify and capitalize on emerging opportunities while fostering creativity and adaptability in problem-solving. Ideal applicants will exhibit a strong drive to challenge conventional methods, implement novel solutions, and continuously seek ways to improve processes, products, or services. Prior experience in entrepreneurial ventures or roles requiring innovation is highly valued, though a track record of initiative and resourcefulness is equally important.
Seeking a highly skilled professional with a strong background in [specific field/industry], along with a minimum of [X] years of relevant experience. Applicants must possess a [specific degree/certification] or equivalent professional qualification, demonstrating expertise in [key skill/area]. Proficiency in [specific software/tool] is essential, along with excellent analytical, problem-solving, and communication abilities. The ideal candidate will exhibit a track record of success in [specific responsibility/achievement], with a commitment to continuous learning and adaptability in a dynamic work environment.
A relevant bachelor’s degree in any field is required.
A master’s degree in banking or accounting is highly desirable.
Experienced candidates are required to hold a minimum of three years of relevant professional experience in the specified field. Applicants must demonstrate expertise through hands-on involvement in tasks closely aligned with the role’s core responsibilities. Additionally, familiarity with industry-standard tools, methodologies, and best practices is essential to ensure seamless integration and immediate contribution to team objectives.
We seek candidates with a proven track record of 1 to 3 years in banking or a financial institution, specifically in banking operations.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years