Branch Operations Manager

Branch Operations Manager
Department: Branch Banking Operations
Reports To: Branch Manager / Area Operations Manager
Location: Branch Banking Network
Employment Type: Full-Time
Grade: Assistant Vice President (AVP) / Operations Manager (subject to bank structure)
Salary Range: Rs 50,000 – Rs 300,000 per month
Work Location: In person

The Branch Operations Manager is responsible for managing the daily operational activities of the branch to ensure efficient service delivery, compliance with regulatory requirements, and effective risk management. This role supports business growth by maintaining high standards of operational accuracy, customer service excellence, and adherence to bank policies and State Bank regulations. The manager oversees all branch operations, ensuring smooth transaction processing while fostering a productive and compliant work environment.

Key Responsibilities

Operations Management:
Oversee all branch operational functions including account opening, cash operations, remittances, clearing, ATM management, and customer service. Ensure daily transactions are executed accurately and efficiently. Continuously monitor operational performance and implement process improvements to boost productivity. Maintain proper records and documentation for all branch activities.

Compliance & Risk Management:
Ensure strict compliance with regulatory requirements, including AML/CFT guidelines and KYC procedures. Monitor operational risks and enforce controls to minimize losses and prevent fraud. Address audit observations promptly and maintain robust internal control systems and governance standards.

Cash & Vault Management:
Manage branch cash activities such as cash balancing, vault operations, and cash forecasting. Ensure adherence to cash handling policies and security protocols. Monitor cash limits and coordinate timely replenishment to meet operational needs.

Customer Service Excellence:
Deliver superior customer service by promptly resolving complaints and monitoring service quality standards. Support initiatives aimed at customer retention and relationship building to enhance overall customer satisfaction.

Team Management:
Lead, coach, and develop branch operations staff through regular performance reviews, feedback, and training. Manage staff scheduling, discipline, and productivity to maintain an efficient team.

Audit & Control:
Facilitate internal, external, and regulatory audits ensuring all operations are audit-ready and compliant. Monitor key operational risk indicators and report exceptions without delay.

Digital & Process Optimization:
Promote adoption of digital banking solutions and support ongoing digital transformation efforts. Identify opportunities for automation and process improvements, ensuring staff are trained and aware of new systems and procedures.

Key Performance Indicators (KPIs):
- Zero operational losses due to negligence
- Compliance and audit ratings
- Turnaround time for customer requests
- Customer satisfaction scores
- Operational efficiency and productivity
- Timely closure of audit observations
- Staff training and development completion rates

Required Qualifications
- Bachelor’s degree in Business Administration, Finance, Banking, Accounting, or a related field
- 5 to 10 years of banking experience with at least 3 years in branch operations management
- Strong knowledge of branch operations, regulatory compliance, and risk management

Preferred Qualifications
- Master’s degree or professional banking certification

Skills & Competencies
- Expertise in branch operations management
- In-depth understanding of regulatory compliance, AML/KYC
- Strong risk management capabilities
- Leadership and team development skills
- Commitment to customer service excellence
- Proficiency in cash and vault management
- Effective problem-solving and decision-making
- Excellent communication and interpersonal skills
- Proficient in Microsoft Office and core banking systems

Authority Level
- Authorization of operational transactions within delegated limits
- Approval of account opening and maintenance as per policy
- Escalation and reporting of operational risks and compliance matters

Working Relationships
Internal: Branch Manager, Operations Team, Compliance Department, Risk Management, Audit Department, Centralized Operations Units
External: Customers, Regulatory Authorities, Service Providers, Correspondent Banks