Job Summary
The Head of Operations is responsible for overseeing the day-to-day operational activities of the bank to ensure efficiency, compliance, service quality, and operational excellence.
The role focuses on process optimization, risk control, service delivery, and effective management of branch and back-office operations to support business growth and customer satisfaction.
Key Responsibilities
Oversee all operational functions including account opening, transaction processing, cash management, loan disbursement, and recovery support.
Ensure smooth and efficient daily operations across branches and service channels.
Review and optimize operational processes to improve efficiency and reduce turnaround time.
Ensure strict adherence to Central Bank regulations, internal policies, and operational guidelines.
Strengthen internal controls to minimize operational risks and errors.
Supervise branch operations to ensure consistent service quality and customer experience.
Oversee alternative channels such as POS, mobile banking, and agent banking operations where applicable.
Lead, mentor, and develop the operations team.
Qualifications & Experience
Bachelor's Degree in Business Administration, Banking & Finance, Operations Management, or related field
8 - 10 years' experience in banking or financial services operations, with at least 3 - 5 years in a leadership role.
Experience in microfinance banking or retail banking operations is highly preferred.
Strong knowledge of banking operations, regulatory requirements, and internal control frameworks.
Proficiency in core banking systems and Microsoft Office applications.
Skills & Competencies:
Strong operational and process management skills
Leadership and team management ability.
Attention to detail and strong risk awareness.
Problem-solving and decision-making skills.
Excellent communication and stakeholder management
Customer service orientation.