Regional Branch Operations & Service Manager

About the Role

Primary Responsibilities

• Conduct branch audits to assess operations and service compliance.
• Collaborate with branches to ensure timely closure of gaps identified during ROSM visits.
• Monitor critical service and operational parameters through remote tracking of key transactions.
• Ensure all branches are visited as per the defined assessment plan.
• Support branches in achieving high scores in internal audit ratings.
• Conduct training programs to enhance operational compliance and efficiency.
• Drive performance on the Branch Operational & Service Index across the region.
• Provide guidance and support for new branch preparation and launch activities.

Secondary Responsibilities

• Lead regional-level projects aimed at improving operations and service delivery.
• Ensure timely and accurate resolution of complaints with a focus on First Time Right (FTR) and turnaround time (TAT).
• Oversee timely and correct reporting of critical operational parameters.

Education

Experience

Skills and Attributes

• Strong understanding of banking operations, compliance, and service standards.
• Excellent stakeholder management and coordination skills.
• Ability to identify gaps and implement effective solutions.
• Strong leadership and team development capabilities.
• Analytical mindset with attention to detail.
• Fluent in English with effective training delivery skills.
• Commitment to regulatory adherence and operational excellence.