About the job
The Assistant Head of Operations will oversee and streamline branch operational functions to guarantee seamless service delivery, robust cash management practices, and outstanding customer service standards. Additionally, this position entails the continuous monitoring of ATMs, direct supervision of frontline operational staff, and active collaboration with the Head of Operations to advance operational excellence across all functions.
Oversees key functions and fulfills a range of essential responsibilities to ensure operational excellence and organizational success.
Deliver exceptional service by strictly upholding all established service standards and Service Level Agreements (SLAs), aligning with the Bank’s customer segmentation model, while prioritizing rapid, tailored support for high-value customers.
Assist in transitioning customers to alternate service channels, verify the efficiency and operational integrity of these platforms—such as e-branches and self-service options—and collaborate with relevant departments to minimize service interruptions.
Ensure resources are prioritized at the branch in alignment with the Bank’s service delivery framework and customer segmentation strategy.
Strengthen current and new client connections while promoting the Bank’s Personal and Business Banking offerings through strategic cross-selling and upselling initiatives.
Diligently oversee transactional activity while ensuring customer files are meticulously organized and accurately maintained, with strict adherence to policies prohibiting inactive or dormant accounts, including prompt account closure when necessary.
Diligently solicit customer feedback to uncover potential areas for service enhancement and new opportunities for improvement.
Ensure that all documentation pertaining to deposit and withdrawal instruments is thoroughly completed and accurate.
Verify the accuracy and reliability of all instruments utilized in transactional processes to ensure compliance with established standards and operational protocols.
Ensure the daily balance on CBN Statements of Account is accurately reviewed and confirmed.
Review and endorse transactions in accordance with the Bank’s established approval thresholds.
Monitor cash register balances and allocate funds as needed, ensuring the amount of cash in the drawer remains within the insured threshold.
Oversee daily cash balances within the bulk room and vault to guarantee branch cash needs are fulfilled.
Monitor inter-branch cash transactions to ensure compliance with all established control protocols and regulatory requirements. Oversee cash movement processes to verify accuracy, timeliness, and adherence to internal policies and external guidelines.
The branch’s ATM uptime and reconciliation processes are overseen with diligent attention to detail.
Maintain the branch’s cash limit by promptly transferring any excess funds from the vault in coordination with the bullion service to prevent overages.
Promptly resolve service issues on the same day they arise and initiate escalation procedures whenever necessary to facilitate timely resolution.
Responsible for the end-of-day balancing and reconciliation of accounts as well as same day resolution of issues
Experts in this role will oversee teller operations and deliver essential hands-on training to support team development and performance.
Promptly reconcile general ledgers and promptly resolve any discrepancies or exceptions to maintain accurate financial records.
On a consistent basis, facilitate the prompt submission of branch returns to Head Office.
Help compile essential management information reports ensuring accurate and timely data presentation.
Ensure full adherence to established internal policies and procedures while maintaining meticulous attention to regulatory standards.
Maintain adherence to all applicable regulations and statutory mandates to uphold organizational integrity and legal accountability.
Act as the stand-by in the absence of the Branch Manager
Execute additional responsibilities as directed by the Head of Operations as needed.
Requirements
Proficient in both domestic and international banking operations, with a comprehensive grasp of their intricacies and functionalities.
Demonstrates exceptional organizational and administrative capabilities, ensuring efficient management of office operations, meticulous handling of documentation, and precise coordination of schedules.
Skilled in fostering positive employee relations and cultivating a collaborative team environment to maximize productivity and engagement.
Proven expertise in delivering exceptional customer service and cultivating strong client relationships is essential.
Skilled in negotiating effectively, with a proven ability to secure favorable outcomes through strategic discussion and compromise. Adept at analyzing situations, identifying key priorities, and leveraging communication to reach mutually beneficial agreements while maintaining strong professional relationships.
Excellent verbal and written communication skills are required, along with the ability to convey information clearly and effectively in various formats.
Proficient in meticulously documenting processes and transactions with precision and clarity is essential. Strong aptitude for accurately recording and managing financial or operational data is required. Demonstrated ability to maintain organized, and comprehensive records is a key expectation.
Candidates should demonstrate a solid grasp of Access Bank’s retail strategy, customer segmentation principles, and service delivery expectations.
A strong background in leadership and team management is essential for this role, requiring proficiency in supervisory skills and the ability to guide teams effectively. Candidates must demonstrate prior experience in overseeing operations, delegating tasks, and ensuring adherence to company policies while fostering a productive work environment. Proficiency in communication, conflict resolution, and performance evaluation is also critical to drive team success and maintain high standards of accountability.
Analytical and problem-solving skills are essential for evaluating complex situations, identifying key issues, and developing effective solutions. Proficiency in data interpretation, critical thinking, and logical reasoning enables professionals to make informed decisions, optimize processes, and address challenges with precision. These competencies are particularly valuable in dynamic environments where adaptability and strategic planning are required to achieve organizational and operational goals.
Accomplished interpersonal adeptness and proven leadership capabilities are essential for this role. Candidates must demonstrate exceptional ability to collaborate effectively, inspire teams, and foster a positive work environment.
Skilled in fostering team cohesion, mentoring staff, and resolving interpersonal conflicts.
Proven ability to manage, organize, and coordinate tasks and teams effectively is essential. Strong leadership and administrative skills are required to oversee operations and ensure seamless workflow execution.
With a strong focus on innovation and an entrepreneurial spirit, the ideal candidate will thrive in dynamic environments that encourage creative problem-solving and forward-thinking initiatives. They should demonstrate the ability to identify opportunities, take calculated risks, and drive projects from conception to execution with confidence and adaptability.
A Bachelor’s degree in Computer Science, Engineering, or a related field is required, along with a minimum of five years of experience in software development or a comparable role. Proficiency in multiple programming languages, such as Python, Java, or C++, is essential, alongside strong problem-solving abilities and analytical thinking. Candidates must demonstrate experience with software design principles, system architecture, and agile methodologies. Excellent communication skills and the ability to collaborate effectively within cross-functional teams are also mandatory.
A Bachelor’s degree in any field is required for consideration.
A master’s degree in banking or accounting will be considered advantageous.
We seek candidates with a minimum of [X] years of relevant experience in [specific field or industry], preferably within a similar role or environment. Essential qualifications include proficiency in [specific skills or tools], a solid understanding of [relevant concepts or methodologies], and the ability to [key responsibility or task]. The ideal applicant will demonstrate strong analytical, problem-solving, and communication skills, along with a proven track record of [specific achievement or outcome]. Familiarity with [industry-specific regulations, software, or practices] is highly desirable. This position requires adaptability, teamwork, and a commitment to delivering high-quality results in a fast-paced setting.
With a minimum of one to three years of professional experience in banking operations, gained within a financial institution or bank, you will bring a solid foundation to this role.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years
