Branch Operations Manager

About the role

The Branch Operations Manager is responsible for delivering operational excellence within the branch, ensuring high‑quality service to customers and efficient management of all core banking processes.

Key responsibilities

• Maintain and improve quality of customer service, aiming for a 15% improvement.
• Ensure staff punctuality, availability and promotion of electronic channels such as ATMs and internet banking.
• Oversee customer complaint registration and resolution.
• Manage general ledger accounts, daily suspense balances, and monthly reconciliations.
• Control operational expenses, adhere to cut‑off times, and manage issuance of BP cheques.
• Secure branch premises, inventory, and records, including vouchers and registers.
• Collect fees according to tariff guides and ensure proper handling of stationery and safe‑custody items.
• Supervise ATM replenishment, balancing and treasury functions.
• Prepare and submit monthly scorecards to Head Office and ensure tidy banking hall and queue management.

Required profile

• Strong knowledge of NBC product range, documentation requirements and services.
• Experience in managing general ledger accounts and performing reconciliations.
• Ability to control branch treasury and oversee fee collection.
• Proven capability to lead staff in delivering quality customer service.

Required skills