Branch Operation Team Lead Officer

About the Role

We are looking for an experienced Branch Operation Team Lead Officer who is

responsible for managing the day-to-day operations of the branch service counters and overseeing the performance of key branch personnel. The TL Officer will ensure that all operational functions are conducted in compliance with internal procedures, regulatory requirements, and customer service standards.

Key Responsibilities

• Oversee the daily operations processes of branch service counters, ensuring smooth and

efficient service delivery to customers.

• Supervise and coordinate the activities of the Branch Service Officer, Branch Service

Associates, Branch PDC Service Officer, and Branch PDC Service Associate to ensure

operational efficiency.

• Supervise adherence to all branch operational policies and procedures, as well as local

regulatory and compliance requirements.

• Manage the oversight of all transactions that should be processed accurately and

efficiently, minimizing errors and delays.

• Remotely or directly approves branch operational transactions within the given limit.
• Maintain the operational workflow in the branch, ensuring that all customer requests and

banking services are handled promptly and professionally.

• Shall serve as a backup officer to fill in during officer shortages.
• Serve as the designated alternate custodian of the Vault's Door-Dial Combination and Vault

Cash Safe when the Branch Service Officer is unavailable, and no Branch Reliever Officer is

assigned to the role. This responsibility reflects the trust and confidence placed in the

employee to ensure the continuity of secure branch operations during such circumstances.

• Performing other tasks that may be assigned from time to time by the Immediate Head.

Required Competencies and Skills

• Strong leadership and management skills with the ability to lead and motivate a team.
• Excellent problem-solving and decision-making abilities, particularly in addressing

operational challenges and customer complaints.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with banking

software or systems.

• Strong knowledge of cash handling, reconciliation processes, and regulatory compliance

requirements in the banking industry.

• Excellent communication skills, both written and verbal, with the ability to interact with

customers, staff, and management effectively.

• Ability to multitask and manage competing priorities in a fast-paced environment.

Strong attention to detail and the ability to identify and address operational discrepancies

or inefficiencies.

• High level of integrity, professionalism, and ethical conduct.
• Customer-focused with a strong commitment to delivering exceptional service.
• Strong interpersonal skills, with the ability to build relationships and collaborate with

diverse teams.

• Ability to adapt to changing business needs and work under pressure.
• Proactive in identifying areas for improvement and implementing solutions.

Qualifications

Education

Bachelor's degree in Business Administration, Banking and Finance, Management, or any

related field. Additional certifications or training in banking operations, customer service,

or financial management is an advantage.

Experience

Minimum of 3-5 years of experience in branch operations or customer service in the

financial industry, services focus on cash management and customer relationship

management.

Previous supervisory or leadership experience of at least 2 years is highly preferred,

especially in managing branch service teams.

Experience in handling customer service issues and improving operational efficiency is

essential.

Other Requirements

Proficiency in banking software, core banking systems, and technologies that support

branch development.

Familiarity with regulatory compliance tools and/or customer relationship management

systems.

Ability to work in a fast-paced environment and manage multiple tasks efficiently.

The position may require the flexibility to work extended hours during peak banking

periods or special projects.

Why Join Us

You can make an impact in the overall management of the Bank's operational process. This key role requires a hands-on leader who will manage branch operations, ensure effective cash handling, monitor team performance, and drive operational improvements to enhance efficiency and customer satisfaction.

How to Apply

Please send your updated CV to [Confidential Information] with the subject line: Branch Operation Team Lead Officer Application