About the job
The Assistant Head of Operations will oversee and streamline branch operational functions to uphold high standards of service delivery, cash handling efficiency, and customer satisfaction. Additionally, this position entails monitoring ATM operations, managing frontline staff performance, and collaborating closely with the Head of Operations to enhance overall operational excellence.
Oversees a comprehensive range of duties essential to the position, ensuring alignment with organizational objectives and maintaining operational efficiency through meticulous execution of assigned tasks. Develops, implements, and monitors strategic initiatives while fostering collaboration across departments to achieve collective goals. Prepares detailed reports, analyzes performance metrics, and provides data-driven recommendations to senior leadership to support informed decision-making. Manages team workflows, delegates responsibilities, and evaluates individual contributions to uphold productivity and professional development standards. Ensures adherence to company policies, industry regulations, and quality assurance protocols to mitigate risks and enhance compliance. Facilitates cross-functional communication, resolves escalated issues, and maintains stakeholder relationships to drive sustainable growth and innovation within the organization.
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.
Assist with the seamless migration of customers to alternative service channels while ensuring these platforms—such as e-branches and self-service options—are fully optimized and operational. Coordinate closely with relevant teams to minimize service disruptions and maintain high availability during the transition.
Ensure that branch resources are allocated and prioritized in alignment with the Bank’s established service delivery framework and customer segmentation strategy.
Strengthen both current and potential client connections while driving the sale of the Bank’s Personal and Business Banking offerings by leveraging cross-selling and upselling strategies.
Proactively track transactional movements while ensuring customer files remain meticulously organized and properly segmented, enforcing a strict zero-tolerance policy toward inactive or dormant accounts and their prompt closure.
Actively solicit customer input to pinpoint areas for service enhancement and uncover potential opportunities.
Ensure that all documentation associated with deposit and withdrawal instruments is thoroughly completed and verified for accuracy.
Verify the accuracy and reliability of all instruments utilized in transactional processes.
Daily confirmation of the account balance as reflected on the CBN Statement of Accounts is required.
Review and endorse transactions in accordance with the Bank’s established approval thresholds.
Monitor cash drawer balances and allocate funds as needed, ensuring the total cash in the drawer remains within the approved insurance threshold.
Oversee daily cash management operations within the bulk room and vault to guarantee branch cash demands are fulfilled.
Monitor inter-branch cash transfers and verify compliance with all established cash handling control protocols to ensure accuracy and security throughout the process.
Ensure the branch’s ATM operates without interruption while maintaining accurate transaction records and balancing cash balances.
Ensure the cash limit of the branch is not exceeded and ensure the prompt transfer of excess cash from the vault in conjunction with bullion service
Swiftly resolve service-related issues on the same day they arise, escalating matters to appropriate channels when necessary.
Ensures accurate end-of-day account balancing and reconciliation, promptly resolving any discrepancies or issues on the same day.
Oversee teller operations and deliver essential on-the-job training to staff.
Promptly reconcile general ledgers and address any exceptions identified during the process.
Timely submission of branch returns must be completed and transmitted to Head Office efficiently.
Prepare supporting documentation for the compilation of key management information reports.
Ensure full adherence to established internal policies, procedures, and regulatory standards at all times.
Verify adherence to all applicable regulations and statutory mandates.
When the Branch Manager is unavailable, assume the role of stand-in to ensure uninterrupted operations.
Execute additional responsibilities as directed by the Head of Operations as needed.
Requirements
Proven expertise in banking operations, encompassing both domestic and international processes, is essential.
Demonstrates exceptional organizational abilities and meticulous attention to detail in managing office operations efficiently. Exhibits strong proficiency in handling multiple tasks concurrently while maintaining a high standard of accuracy and professionalism. Proficient in utilizing various office software and tools to streamline workflows and enhance productivity. Possesses excellent communication skills, both written and verbal, to interact effectively with colleagues, clients, and stakeholders.
Proven ability to lead and develop high-performing teams through effective communication, mentorship, and motivational techniques. Strong interpersonal skills to foster collaboration, resolve conflicts, and cultivate a positive and inclusive work environment. Experience in delegating tasks, providing constructive feedback, and aligning individual goals with organizational objectives to maximize team productivity and engagement.
Demonstrates exceptional proficiency in customer service and relationship management, ensuring clients receive attentive and professional support.
Strong capacity for strategic negotiation and conflict resolution, adept at achieving mutually beneficial outcomes through persuasive communication and compromise.
Exceptional verbal and written communication skills are essential for effectively conveying ideas, collaborating with team members, and ensuring clarity in all professional interactions.
Individuals must demonstrate strong aptitude in documenting processes meticulously and managing transactions with precision. This includes maintaining accurate records and ensuring all financial activities are processed efficiently and in accordance with established protocols. Exceptional attention to detail and organizational abilities are essential to uphold compliance and facilitate smooth operational workflows.
Proficiency in Access Bank’s retail strategy, customer segmentation, and service delivery standards is essential.
Demonstrates proficiency in overseeing teams, managing workflows, and ensuring operational efficiency. Requires the ability to delegate tasks effectively, maintain clear communication, and resolve conflicts constructively. Responsibilities include training employees, monitoring performance metrics, and fostering a collaborative work environment. Ideal candidates should exhibit strong leadership, adaptability, and problem-solving skills to drive team success and meet organizational objectives.
Seasoned professionals possessing strong analytical acumen and adept problem-solving capabilities are encouraged to apply. The ideal candidate will demonstrate exceptional proficiency in evaluating complex data, identifying key insights, and developing strategic solutions to address challenges effectively.
Accomplished interpersonal and leadership capabilities with a proven ability to foster collaboration, inspire teams, and drive organizational success through effective communication and motivational strategies.
Proven expertise in fostering team cohesion, guiding professional development, and resolving interpersonal disputes ensures a productive and harmonious work environment.
Proven expertise in overseeing comprehensive administrative functions, including strategic planning, resource allocation, and operational alignment. Demonstrates strong capabilities in structuring workflows, optimizing team performance, and ensuring seamless interdepartmental collaboration. Requires the ability to prioritize tasks efficiently, delegate responsibilities effectively, and maintain high standards of productivity and accountability.
We seek candidates who embody innovation and possess an entrepreneurial mindset, demonstrating a proactive approach to identifying and pursuing new opportunities. The ideal individual will exhibit creativity in problem-solving and a willingness to take calculated risks to drive growth and advancement. Strong adaptability and a forward-thinking perspective are essential, as the role requires the ability to navigate challenges and leverage emerging trends to achieve strategic objectives. Collaboration with cross-functional teams is also crucial to fostering a culture of continuous improvement and innovation.
Seeking a highly motivated individual with a minimum of five years of relevant experience in [specific field or industry], along with a proven track record of [key skills or achievements]. The ideal candidate will possess strong analytical and problem-solving abilities, exceptional communication skills, and the capacity to work both independently and collaboratively in a fast-paced environment. Proficiency in [specific software, tools, or methodologies] is required, and familiarity with [industry standards or regulations] is strongly preferred. A bachelor’s degree in [relevant field] or equivalent professional experience is mandatory, while an advanced degree or relevant certifications will be considered advantageous. Responsibilities include [list key responsibilities concisely], with a focus on delivering measurable results and fostering continuous improvement.
A bachelor’s degree in any field constitutes a suitable qualification for this position.
A master’s degree in banking or accounting is desirable.
Minimum qualifications include several years of relevant experience in the respective field. Candidates should possess demonstrated expertise in key responsibilities outlined in the job posting. Familiarity with industry-standard tools, software, or methodologies is required. Strong problem-solving abilities and attention to detail are essential. The role demands effective communication skills to collaborate across teams and stakeholders. A commitment to continuous learning and adaptability to evolving industry trends is highly valued.
A minimum of one to three years of professional experience within a banking or financial institution is required, with a focus on banking operations.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years