Branch Operations Officer

About the role

The Branch Operations Officer supports agency branches in day‑to‑day operational matters, ensuring processes are efficient, compliant and aligned with corporate policies. This role focuses on continuous improvement, problem resolution and enhancing the overall customer experience across the branch network.

Key responsibilities

• Review and update the Operations Manual, issue circulars and communicate operational changes in line with current policies and standards.
• Assess current branch operating processes, design and propose simplification and improvement plans.
• Forward compliance and legal correspondence to agencies and monitor timely resolution.
• Implement recommendations from forensic reports and audit findings, ensuring corrective actions are completed within set deadlines.
• Lead and participate in process re‑engineering projects related to branch operations.
• Plan and monitor optimisation or rehabilitation projects for agencies, including minor repairs.
• Oversee complaint resolution processes and ensure service level agreements with branches are met.
• Implement and monitor COVID‑19 prevention measures, including vaccination tracking and case management.
• Manage work‑from‑home and work‑from‑office groups at the channel department level, assigning data and equipment.
• Design, align and approve operational mandates for agencies and resolve escalated issues.

Required profile

• National Diploma or Advanced Certificate in Business, Commerce or Management studies.
• Strong understanding of banking operational policies, compliance rules and governance procedures.
• Ability to analyse processes, identify gaps and propose practical solutions.
• Excellent communication and stakeholder management skills.
• Experience in handling regulatory, legal and audit related matters is advantageous.

Required skills