Job Description

The Branch Operations Manager is responsible for managing all operational aspects of a branch to ensure efficient service delivery, compliance, and customer satisfaction. This role oversees daily activities, leads the operations team, ensures adherence to policies, and plays a key role in achieving the branch’s operational excellence.

Key Responsibilities:

1. Branch Operations Oversight

   • Supervise daily operational functions including cash handling, account processing, and documentation.

   • Ensure seamless and efficient banking operations aligned with organizational policies.

2. Customer Service & Relationship Management

   • Ensure high levels of customer satisfaction by streamlining processes and resolving issues promptly.

   • Support front-office staff in delivering consistent service standards.

3. Regulatory Compliance & Risk Management

   • Ensure compliance with banking regulations, audit norms, and internal policies.

   • Monitor branch transactions for risk, fraud, and KYC/AML adherence.

4. Team Leadership & Development

   • Manage and guide operations staff, conduct training sessions, and foster team development.

   • Allocate tasks, review performance, and promote a high-performance culture.

5. Process Improvement & Reporting

   • Identify gaps and implement process improvements to enhance operational efficiency.

   • Prepare regular MIS reports, audit reports, and compliance documentation.