Branch Operations Manager

Core Roles & Responsibilities

• Daily Transaction & Cash Management:
• Monitor and authorize daily transaction processing (cash handling, clearing, wire/fund transfers, account openings, and closures).
• Manage vault cash limits, coordinate cash orders, and oversee end-of-day cash reconciliations and balancing. [1, 2, 3]
• Internal Controls & Risk Management:
• Enforce dual-control protocols and strict segregation of duties for high-risk processes like cash and cheque handling.
• Conduct periodic internal audits of vouchers, ledgers, and cash balances to catch errors before formal audits.
• Monitor transaction patterns to flag potential fraud, money laundering, or suspicious activity. [1, 2]
• Compliance & Regulatory Oversight:
• Ensure compliance with banking and statutory regulations (such as KYC, AML, and local guidelines).
• Prepare and organize branch records, documentation, and registers for internal and external statutory audits. [1, 2]
• Staff Supervision & Team Management:
• Supervise, train, and coach branch operations and teller staff.
• Manage shift schedules, workload allocation, and coverage during staff leaves or peak business hours.
• Conduct performance evaluations and address operational process deviations.
• Customer Service & Escalations:
• Resolve escalated customer complaints that require policy exceptions, deep account-level review, or back-office coordination.
• Investigate transaction disputes (such as failed transfers or erroneous debits) alongside technology and back-office teams