About the job
The Assistant Head of Operations will oversee branch operational functions to maintain efficient service delivery, robust cash management, and outstanding customer service. Additionally, this role encompasses ATM performance monitoring, leadership of frontline operations teams, and collaboration with the Head of Operations to advance operational excellence.
Oversee a comprehensive range of functions and responsibilities encompassing key operational, strategic, and administrative tasks, ensuring alignment with organizational objectives and fostering efficiency across all departments. Develop, implement, and monitor policies, procedures, and performance metrics to drive productivity, maintain compliance with industry regulations, and mitigate risks. Collaborate with cross-functional teams to streamline processes, optimize resource allocation, and achieve measurable outcomes. Lead initiatives to enhance customer satisfaction, improve service delivery, and support long-term business growth. Additionally, provide leadership in budget planning, financial forecasting, and stakeholder communication to uphold accountability and transparency throughout the organization.
Deliver outstanding service by strictly meeting all established service standards and Service Level Agreements (SLAs), in accordance with the Bank’s customer segmentation framework, while prioritizing rapid and customized responses for Priority customers.
Assist with the seamless migration of customers to alternative service channels while ensuring the optimal performance and functionality of these platforms, including e-branches and self-service options. Collaborate closely with relevant departments to minimize downtime and maintain uninterrupted service during the transition.
Ensure that resources at the branch are allocated and managed in alignment with the Bank’s established service delivery protocols and customer segmentation strategies.
Strengthen current and potential partnerships while driving sales of the Bank’s Personal and Business Banking products by leveraging cross-selling and up-selling strategies.
Proactively oversee transactional activity while ensuring customer files are meticulously organized and segmented with precision. Enforce a strict zero-tolerance policy for inactive or dormant accounts, promptly addressing any anomalies. Additionally, manage the timely closure of accounts as needed to uphold operational standards and regulatory compliance.
Proactively gather customer feedback to uncover areas for service enhancement and identify new opportunities.
Ensure that all deposit and withdrawal documentation is thoroughly completed and verified for accuracy.
Verify the accuracy and reliability of all instruments utilized for transaction processing.
Daily reconciliation of the CBN statement of accounts is required to ensure accuracy.
Authorizes and approves transactions in accordance with the Bank’s established approval limits.
Monitor cash drawer balances, disbursing funds as needed while ensuring total cash-in-drawer remains within the insurer’s approved threshold.
Oversee daily cash levels within the bulk room and vault while ensuring branch cash requirements are satisfied.
Oversee the tracking of cash transfers between branches while verifying compliance with all established cash handling protocols.
Responsible for ensuring the branch’s ATM operates with optimal uptime and maintains accurate reconciliation processes.
Our responsibility includes maintaining the branch’s cash limit by monitoring and regulating the cash flow, ensuring that the vault’s cash reserves do not surpass the prescribed threshold. Additionally, we must facilitate the swift and accurate transfer of any excess cash from the vault, coordinating closely with the bullion service to uphold operational efficiency and compliance with financial protocols.
Swiftly resolve service issues on the same day, escalating matters when circumstances demand.
Responsible for conducting end-of-day account balancing and reconciliation, ensuring accuracy and alignment with financial records. Additionally, resolves any discrepancies or issues that arise on the same day to maintain seamless operational flow and financial integrity.
Oversee teller operations and deliver essential hands-on training to staff members.
Ensure timely reconciliation of the general ledgers and prompt resolution of any discrepancies that arise.
To facilitate prompt reporting, compile and dispatch branch returns to Head Office without delay.
Support the development of essential management information reports ensuring accurate and timely data analysis.
Ensure unwavering adherence to established internal policies, procedures, and regulatory standards to uphold organizational integrity and operational excellence.
Ensure adherence to all relevant regulations and statutory mandates to maintain organizational compliance.
Serve as the primary replacement for the Branch Manager during their absence.
Execute additional responsibilities as directed by the Head of Operations.
Requirements
Proficient understanding of domestic and international banking operations, including transactions, regulations, and financial systems, is required.
Demonstrates exceptional proficiency in administrative functions, including meticulous organization, efficient time management, and precise attention to detail, ensuring seamless office operations and support.
Skilled at fostering strong team dynamics and cultivating productive working relationships, with a proven ability to motivate and guide employees toward achieving organizational objectives.
Demonstrates exceptional proficiency in customer service and relationship management, ensuring high-quality interactions and sustained client engagement.
Effective abilities in negotiation are essential, requiring the capacity to reach mutually beneficial agreements while maintaining strong interpersonal relationships. This skill set includes the aptitude to analyze situations thoroughly, communicate persuasively, and adapt strategies to achieve optimal outcomes. Proficiency in negotiation often involves understanding stakeholder interests, leveraging data-driven insights, and employing tactful persuasion to resolve conflicts or secure advantageous terms. Additionally, strong negotiation skills encompass emotional intelligence, active listening, and the ability to remain composed under pressure.
Possesses strong capabilities in both verbal and written communication, enabling effective articulation of ideas and information. Demonstrates proficiency in conveying messages clearly and concisely to diverse audiences, fostering understanding and collaboration.
Accomplished professionals must demonstrate proficiency in meticulous documentation and accurate transaction handling, ensuring comprehensive records and seamless financial processes.
A solid grasp of Access Bank’s retail strategy, customer segmentation principles, and service delivery standards is essential for success in this role.
We are seeking a candidate with strong leadership capabilities and a proven ability to mentor and guide teams toward achieving organizational objectives. The ideal applicant will demonstrate excellent communication skills, a proactive approach to problem-solving, and the capacity to delegate tasks effectively while maintaining accountability. This role requires a minimum of five years of relevant experience in a supervisory or managerial capacity, along with a track record of driving productivity and fostering a collaborative work environment. Responsibilities include overseeing daily operations, ensuring adherence to company policies, and developing strategies to enhance team performance and operational efficiency. A keen eye for detail, adaptability to changing priorities, and a commitment to continuous improvement are essential traits for success in this position.
Analytical and problem-solving skills are essential for this role, as candidates must assess complex issues, evaluate data, and develop effective solutions. Proficiency in critical thinking enables the identification of trends and the formulation of strategic responses to challenges. This position demands the ability to dissect problems systematically, interpret information accurately, and implement logical, evidence-based decisions to drive organizational success.
Accomplished expertise in fostering collaborative relationships and guiding teams with visionary leadership.
Proficiency in fostering team cohesion, mentoring colleagues, and resolving interpersonal disputes is essential.
Proven ability to lead teams, oversee operations, and ensure seamless coordination across departments is essential. Strong organizational capabilities and strategic management experience are required to streamline processes and maintain high efficiency.
Innovative and entrepreneurial thinking drives the success of this role, requiring a forward-thinking approach to problem-solving and opportunity identification. Candidates must demonstrate a proactive attitude, adaptability to evolving challenges, and a passion for creating value through creative solutions. The ideal applicant will exhibit a strong ability to identify emerging trends, leverage resources effectively, and drive initiatives that foster growth and competitive advantage.
Seeking a highly motivated individual with a strong background in [relevant field] and proficiency in [specific skills]. The ideal candidate will possess a [degree or certification if applicable] along with at least [X years] of hands-on experience in [specific area]. Excellent problem-solving abilities, keen attention to detail, and the capacity to work both independently and collaboratively are essential. The role demands proficiency with [tools/software] and the ability to adapt to evolving project needs. Responsibilities include [specific tasks], ensuring accurate documentation, and maintaining compliance with [relevant standards]. Strong communication skills and a commitment to continuous improvement are required to drive successful outcomes.
A relevant bachelor’s degree in any academic field is required.
A master’s degree in banking or accounting, while advantageous, is not strictly required.
Minimum two years of relevant experience in a comparable role is required.
A minimum of 1 to 3 years of hands-on experience within a banking or financial institution, specifically in banking operations, is required.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years
