Assistant Head of Operations – Retail Banking

About the role

The Assistant Head of Operations will support the Head of Operations in overseeing branch activities, ensuring efficient service delivery, robust cash management, and high‑quality customer experience within a retail banking environment.

Key responsibilities

• Ensure strict adherence to service standards and SLAs, providing fast‑tracked service to priority customers.
• Coordinate migration of customers to e‑branches and self‑service channels, minimizing downtime.
• Prioritise resources according to the bank’s service delivery model and customer segmentation.
• Drive cross‑selling of personal and business banking products.
• Monitor transaction activity, maintain accurate customer files, and enforce zero tolerance for dormant accounts.
• Validate deposit and withdrawal instruments, verify daily balances, and authorize transactions within approved limits.
• Manage cash levels in the vault, bulk room, and tills, ensuring exposure stays within insurance limits.
• Oversee inter‑branch cash movements, ATM uptime, and reconciliation.
• Supervise tellers, provide on‑the‑job training, and ensure end‑of‑day balancing and GL reconciliation.
• Prepare management information reports and ensure compliance with internal policies and regulatory requirements.

Required profile

• Good knowledge and understanding of domestic and international banking operations.
• Excellent administrative abilities.
• Strong people‑management skills.
• Outstanding customer‑service orientation.

Required skills