About the job
The Assistant Head of Operations will oversee branch operational activities to maintain efficient service delivery, effective cash management, and outstanding customer service. This position includes responsibilities such as ATM monitoring, managing frontline operations personnel, and assisting the Head of Operations in advancing operational excellence.
Oversee the execution of key functions and responsibilities, ensuring adherence to established protocols and objectives. Lead and manage daily operations to achieve departmental and organizational goals, while maintaining a focus on efficiency and continuous improvement. Coordinate cross-functional initiatives, fostering collaboration among teams to optimize workflows and deliver consistent results. Provide strategic direction and guidance to team members, supporting their professional development and aligning individual contributions with broader business strategies. Monitor performance metrics, analyze trends, and implement corrective actions as needed to uphold high standards of productivity and quality.
Maintain full compliance with all established service standards and Service Level Agreements (SLAs) as defined by the Bank’s customer segmentation model, while delivering customized and expedited service to Priority 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 that branch resources are allocated efficiently, in accordance with the Bank’s established service delivery standards and customer segmentation framework.
Strengthen current and potential relationships by actively promoting and selling the Bank’s Personal and Business Banking products through strategic cross-selling and up-selling initiatives.
Proactively oversee transactional activity while ensuring customer files are meticulously organized and accurately segmented; enforce a strict zero-tolerance policy for inactive or dormant accounts to prevent closure delays.
Consistently gather customer feedback to pinpoint opportunities for enhancing service quality and identifying areas that require improvement.
Ensure that all deposit and withdrawal instruments are documented thoroughly and accurately.
Verify the accuracy and proper functioning of all instruments employed in transactional processes to ensure their reliability and compliance with established standards.
Ensure the daily reconciliation of account balances in accordance with the CBN Statement of Accounts.
Review and endorse transactions in accordance with the Bank’s established authorization thresholds.
Monitor cash drawer balances and disburse funds as necessary, ensuring the cash-in-drawer remains within the approved insurance coverage limit at all times.
Oversee daily cash management operations within the bulk room and vault to ensure branch cash requirements are consistently fulfilled.
Oversee inter-branch cash transfers and verify compliance with all established cash movement control protocols.
Oversee the continuous operational availability of the branch’s ATM network while ensuring accurate transaction reconciliations.
Maintain the branch’s cash limit by promptly transferring any surplus cash from the vault, in coordination with bullion services.
Promptly address service-related issues on the same day they arise, initiating escalation procedures when necessary to maintain operational efficiency.
Responsible for conducting end-of-day account reconciliation and balancing, alongside resolving discrepancies on the same day.
Oversee the daily operations of tellers and deliver practical on-the-job training to ensure optimal performance and adherence to banking protocols.
Promptly reconcile general ledgers and address any exceptions to ensure accuracy and compliance.
Ensure that branch returns are submitted to Head Office promptly and in accordance with established deadlines.
Prepare supporting documentation for the compilation of essential management information reports.
Ensure full adherence to established internal policies, procedures, and guidelines at all times.
Ensure adherence to all applicable regulations and statutory obligations.
Serve as the alternate representative in the Branch Manager’s temporary vacancy or absence.
Execute additional responsibilities as delegated by the Head of Operations, ensuring alignment with organizational objectives and operational priorities.
Seeking a candidate with a minimum of three years of experience in a related field, along with proficiency in industry-standard software and tools. Strong analytical and problem-solving skills are essential, as is the ability to work independently and collaboratively in a team environment. Excellent communication skills, both written and verbal, are required to effectively convey ideas and information. Additionally, the ideal applicant will have a proven track record of meeting deadlines and managing multiple priorities efficiently. A bachelor’s degree in a relevant discipline or equivalent professional experience is mandatory.
Professional Rewriting:
Demonstrates a thorough comprehension of banking operations, encompassing both domestic and international frameworks, with expertise in their respective processes and regulatory environments.
Demonstrates exceptional organizational and administrative capabilities, ensuring efficient office operations and streamlined workflows. Exhibits strong attention to detail, accuracy, and the ability to manage multiple tasks concurrently while maintaining high productivity levels. Proficient in handling correspondence, scheduling appointments, and maintaining meticulous records. Possesses excellent communication skills to interact effectively with team members and stakeholders.
Proven ability to effectively lead, motivate, and develop teams, fostering a collaborative and high-performance work environment. Strong interpersonal skills with a focus on clear communication, conflict resolution, and employee engagement to maximize productivity and retention.
Proven ability to deliver outstanding customer service and cultivate strong, lasting relationships with clients.
Proficient negotiation abilities are essential for this role.
Effective verbal and written communication skills are essential for this role. Candidates must be able to convey ideas clearly and concisely, both in spoken and written formats. This includes crafting professional emails, reports, and presentations, as well as engaging in articulate discussions with colleagues and stakeholders.
Proficient in maintaining accurate records and executing transactions with precision and attention to detail.
Proficiency in Access Bank’s retail strategy, customer segmentation, and service delivery criteria is essential.
We seek an individual with proven leadership capabilities and strong team management expertise to oversee daily operations and guide staff toward achieving organizational objectives. The ideal candidate will have a minimum of three years of experience in a supervisory or leadership role, along with excellent communication skills to facilitate clear instruction and constructive feedback. Responsibilities include delegating tasks, monitoring performance, fostering a collaborative work environment, and ensuring adherence to company policies and industry standards. Additionally, the position requires the ability to resolve conflicts, mentor team members, and maintain productivity while upholding a positive and professional workplace culture.
Proven ability to evaluate complex situations, identify key issues, and develop effective solutions through structured reasoning and critical assessment.
Accomplished interpersonal abilities and demonstrated leadership capabilities are required to effectively engage with teams and drive organizational success.
Proven ability to foster team cohesion, provide mentorship, and resolve interpersonal conflicts effectively.
Proven ability to oversee and guide overall operations, ensuring efficient organization and seamless coordination of tasks and resources.
An entrepreneurial and innovation-driven mindset is essential for driving progress and identifying opportunities within the organization. Candidates should demonstrate a proactive approach to problem-solving, a willingness to take calculated risks, and the ability to think creatively to develop new solutions. Proficiency in leveraging emerging technologies and market trends to enhance business outcomes is highly valued. Strong leadership skills are required to inspire teams and foster a culture of continuous improvement and adaptability. Collaboration with cross-functional teams and stakeholders is crucial to align innovation efforts with strategic objectives.
Seeking a highly motivated individual with a minimum of five years of relevant experience in the field to join our dynamic team. The ideal candidate will possess strong analytical skills, exceptional communication abilities, and a proven track record of delivering results in fast-paced environments. A bachelor’s degree in a related discipline is required, along with proficiency in industry-standard software and tools. Responsibilities include collaborating with cross-functional teams, managing complex projects, and ensuring compliance with organizational policies and procedures. The role demands adaptability, problem-solving acumen, and a commitment to continuous professional development.
A relevant bachelor’s degree in any academic field is required.
A master’s degree in banking or accounting, while not mandatory, would be highly beneficial for this role.
Minimum of three years of relevant experience in a similar role is required to be considered for this position. Candidates must possess a proven track record demonstrating expertise in the specified field, along with the ability to meet the outlined responsibilities and requirements. Strong problem-solving skills, adaptability, and a commitment to professional development are essential for success in this role. Additionally, familiarity with industry standards, best practices, and the latest trends is highly advantageous.
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