Branch Service & Operations Officer at HF Group

Principle Accountabilities

Cash Management:

• Monitor cash holdings across branches, ensuring they remain within approved limits.
• Respond promptly to cash-related incidents from branches. ▪

Audit Compliance:

• Track closure of exceptional audit items via audit trackers.
• Conduct pre-audit/risk assessment checks to minimize audit risks and exposures.

Branch Operational Metrics:

• Support the Senior Manager in achieving key operational targets, including fraud reduction and audit reviews.

Customer Experience:

• Liaise with branches and the Customer Experience department to address and resolve customer issues, improving the Net Promoter Score (NPS).

Operational Efficiency:

• Ensure timely submission of regulatory reports.
• Resolve exceptional issues from branches’ weekly/monthly checklists.

Incident Management:

• Act as the first escalation contact for branch emergencies (e.g., IT issues, power outages), coordinating speedy resolutions with relevant departments.

Business Continuity Planning (BCP):

• Work with the Business Continuity Coordinator to develop and test recovery strategies.

Policy Guidance & Training:

• Provide guidance and training on operational policies to Branch Operations Managers, Customer Service Officers, and Cash Officers.

Monitoring & Compliance:

• Monitor branch service-level agreements (SLAs) and escalate non-compliance cases as necessary. o Track large cash transactions and implement mitigation measures for anomalies.

Key Competencies and Skills

Technical competencies

• Strong interpersonal, communication, and presentation skills.
• Effective planning and organizational skills.
• High emotional intelligence and empathy.
• Team player with excellent listening skills.

Minimum Qualifications, Knowledge and Experience

Academic & Professional

• University Degree, preferably in Business related field such as Economics, Finance & Accounting from an accredited institution/university

Experience

• Minimum of 3 to 4 years’ banking experience (preferably in Operations).
• Strong understanding of banking products, policies, procedures services, and CBK Prudential Guidelines.