Branch Operation Manager

<p>Key responsibilities&nbsp;</p><ol><li>Operational control and audit&nbsp;</li></ol><ul><li>Run daily branch operations in line with Bank policies, SOPs and BNR regulations: cash, vault, clearing, account opening, data entry, KYC and GL proofs.&nbsp;</li></ul><ul><li>Achieve a satisfactory internal and external audit rating with zero repeat exceptions; close audit, call-over and control findings on time.&nbsp;</li></ul><ul><li>Keep zero fraud, forgery and income loss from control failures; zero regulatory penalties.&nbsp;</li></ul><ol><li>Cash and branch financial discipline&nbsp;</li></ol><ul><li>Manage the cash budget and vault within approved and insured limits; zero BNR and teller shortages or overages.&nbsp;</li></ul><ul><li>Propose at least one cost-saving initiative a year worth 10% of an expense line.&nbsp;</li></ul><ul><li>Support branch revenue and new account targets through accurate, fast processing.&nbsp;</li></ul><ol><li>Service quality and customer experience&nbsp;</li></ol><ul><li>Achieve a branch customer satisfaction score of 85% and a top-3 ranking in KPMG or other external surveys.&nbsp;</li></ul><ul><li>Keep transaction errors to a minimum and resolve complaints within the agreed turnaround time.&nbsp;</li></ul><ul><li>Maintain branch ambience, ATM uptime and queue management; target 4-star mystery shopper and audit scores.&nbsp;</li></ul><ol><li>Product quality and customer base&nbsp;</li></ol><ul><li>Keep dormancy at or below 5% and at least 80% of customers active.&nbsp;</li></ul><ul><li>Ensure CX Specialists cross-sell and promote digital channels at the counter.&nbsp;</li></ul><ol><li>Support to the sales team&nbsp;</li></ol><ul><li>Process accounts, loans and transactions from Relationship Officers and DSAs quickly and correctly.&nbsp;</li></ul><ul><li>Work with other departments on projects and new processes.&nbsp;</li></ul><ol><li>People management&nbsp;</li></ol><ul><li>Supervise the Head Teller, Tellers and Customer Care Officers; plan rosters, leave and training.&nbsp;</li></ul><ul><li>Keep team conduct clean: zero sanctions, full annual attestation and survey participation.&nbsp;</li></ul><ul><li>Keep team attrition below 10% and develop successors for critical roles.&nbsp;</li></ul><ol><li>Community&nbsp;</li></ol><ul><li>Take part in at least one CSR activity a year.&nbsp;</li></ul>