Regional Operations Head Region 12
Job Summary:
Responsible for branch operations, compliance, service delivery, and operational efficiency across the region. Oversees 15+ branches in Region 12, ensuring governance standards, service quality, employee engagement, and process improvements are consistently met.
Key Responsibilities:
Governance & Compliance
- Ensure full compliance with internal policies, external regulations, and bank standards.
- Achieve satisfactory audit and compliance ratings with zero fraud or regulatory penalties.
- Oversee internal reviews and operational risk assessments; ensure timely closure of findings.
- Investigate fraud cases and operational lapses, recommending corrective actions.
Operational Efficiency
- Implement cost control measures and drive productivity through process improvement, automation, and waste reduction.
- Approve transactions within delegated limits and ensure accurate, timely financial reporting.
- Manage branch resources, capacity, and business continuity plans.
- Maintain branch premises, safety, and housekeeping standards.
Customer Service & Relationship Management
- Drive service excellence and ensure client issues are resolved promptly.
- Monitor customer satisfaction (NPS, surveys) and initiate service quality improvements.
- Ensure all branches project a customer-centric image aligned with bank standards.
Employee Engagement & Development
- Ensure complete, well-trained, and engaged manpower across all branches.
- Conduct training, coaching, and career-pathing programs for branch personnel.
- Lead regular meetings to address operational issues and drive continuous improvement.
Financial Performance
- Manage branch expenses and identify opportunities for cost efficiency.
- Regularly assess branch capacity and staffing to optimize performance.
