Job Description
The Head of Operations is responsible for overseeing and coordinating the day-to-day operational activities of the bank.
The role ensures effective systems, internal controls, regulatory compliance, and service delivery that support the bank’s growth and sustainability.
Key Responsibilities
Supervise and manage branch operations to ensure efficiency and compliance with policies.
Oversee cash management, account operations, funds transfer, and transaction processing.
Ensure compliance with CBN, NDIC, AML/CFT, and other regulatory requirements.
Develop and implement standard operating procedures (SOPs) for smooth workflow.
Coordinate IT systems and digital platforms to enhance service delivery.
Ensure effective internal controls, risk management, and operational audits.
Monitor customer service standards and resolve escalated service issues.
Lead process improvement initiatives to improve efficiency and reduce operational risks.
Prepare and present operational reports to management and the Board.
Supervise and mentor operations staff to build capacity and ensure accountability.
Vault management
Qualifications & Experience
Bachelor’s Degree in Banking & Finance, Economics, Accounting, Business Administration, or related field.
Master’s degree (MBA, MSc) or professional certifications (CIBN, ACIB, ICAN, ACCA) is an added advantage.
Minimum of 7–10 years’ banking/microfinance experience, with at least 3 years in an operations management role.
Strong knowledge of banking operations, regulatory guidelines, and risk management.
Experience with digital banking systems, core banking applications, and fintech integration is an advantage.
Key Competencies:
Strong leadership and people management skills.
Excellent knowledge of banking operations and compliance.
Good analytical, problem-solving, and decision-making ability.
Strong communication and customer service skills.
High ethical standards, integrity, and attention to detail.
Ability to implement process improvements and manage change.
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