Branch Operations and Service Manager

About the role

The Branch Operations and Service Manager will lead the branch’s operational and service delivery, ensuring efficiency, risk compliance and a high‑quality customer experience. You will oversee cash management, workflow improvements and digital migration while developing the branch team.

Key responsibilities

• Ensure efficient branch service delivery in line with standards and customer service timelines.
• Identify and implement cost efficiencies, workflow improvements and service quality initiatives.
• Maintain strong controls to prevent operational losses, fraud and other risk events.
• Manage cash availability to meet customer withdrawal requirements.
• Monitor critical reports and ensure compliance with processes and procedures.
• Drive customer migration to digital channels while preserving experience.
• Lead, coach and support branch team members through performance management, training and development.
• Detect and escalate suspicious transactions, money‑laundering concerns, forgeries, fraud and near‑miss incidents.
• Ensure compliance with anti‑bribery, AML, financial crime, data confidentiality and other risk requirements.
• Promote the bank’s values, code of conduct and ethical standards across the branch.

Required profile

• Bachelor’s degree in a related field.
• Strong branch operations and service management experience.
• Proven experience leading teams, managing performance and coaching staff.
• Good understanding of operational risk, governance and compliance.
• Ability to manage workflow changes and drive process improvements.

Required skills