Branch Operation Manager

Job Description
In order to meet the needs of its growing customer base, the Bank is seeking to recruit dynamic, self-motivated, result oriented professionals to fill the Branch Operations Manager position. This position reports directly to the Branch Manager and it will be based at the Branch.

Branch Operation Manager is responsible for assisting branch manager in ensuring the smooth running of daily branch operations and a high standard of operational control; especially in the areas of customer on boarding process as well as the compliance to AML/CFT internal rules. In addition, the Office bearer shall also provide efficient in meeting customer’s banking needs and work together as a team in achieving sales and non interest target of the branch.

Responsibilities
Supervise Loan Officers to ensure set performance targets are achieved at individual and branch levels.

Assist the Branch Manager in chairing delinquency and loan committee meetings at the branch.

Assist the Branch Manager in setting individual targets for Loan Officers.

Verify the authenticity and completeness of loan documentation.

Conduct weekly branch staff meetings to discuss operational issues, with particular emphasis on recent changes in policies and procedures.

Facilitate audit, compliance, HR, or any other relevant support sessions at the branch.

Cross-sell other Yako services to clients.

Handle employee grievances under supervision in line with Human Resource Policy and Procedures.

Schedule work and leave for direct reports.

Support the account opening and validation process in the system as effectively as possible, ensuring documents submitted by front officers are accurate and valid.

Take action to follow up if provided documents are incomplete.

Support internal and external audit follow-up.

Contribute to efficient delivery of customer requests, including issuance of cheque books, cheque activation, bank confirmations, ATM issuance, and scheduled account statement printing.

Maintain proper control of sales kits and stock for FD certificates, brochures, and other materials, reporting and requesting new stock as necessary.

Support and handle complex customer issues in the sales area while executing excellent customer service principles.

Monitor daily account movement of material amounts and make necessary reports to the Branch Manager.

Work in collaboration with front officers to collect pending fees, such as dormant fees, improve the structure of value accounts, and take action on closure of low-value accounts.

Maintain a cooperative and productive work atmosphere, including fostering a “speak-up culture” within the branch.

Assist the Branch Manager with other operational tasks as assigned.

Initiate branch staff performance appraisals, promotions, trainings, and transfers in line with Yako HR policy.

Build the team’s capability to address current business requirements as well as future requirements of the organization, considering individual skill levels, abilities, and aspirations.

Ensure the safety and well-being of direct reports at all times.

Plan and recommend leave for staff within your team in consultation with the Branch Manager.

Manage cash and vault maintenance at the branch.

Requirements
Hold a business degree in Finance, Commerce, Business Administration, Economics, Statistics, Management, or any relevant field.

Possession of a certified banking qualification is an added advantage.

Demonstrate skills in risk and controls management.

Exhibit critical thinking, analytical abilities, attention to detail, and problem-solving skills.

Possess good verbal and written communication skills.

Have a minimum of 2 years’ experience in a banking or similar environment, with at least 1 year in an operations supervisory role.

Have an in-depth understanding of branch operational processes, product features, and pricing.

Demonstrate excellent customer service skills.

Communicate clearly, both verbally and in writing, in a professional manner.

Build functioning working relationships across organizational, corporate, and cultural boundaries.

Demonstrate a positive image and role model the bank’s values and leadership behaviours.

Be a person of impeccable integrity