Overview
This role supports the Service Coordinator in overseeing branch operations, compliance, customer service, and people management. The position ensures that processes, resources, controls, and security are effectively managed in line with bank policies and strategic objectives. The Branch Operations Officer is accountable for delivering operational excellence, maintaining service quality, ensuring regulatory compliance, and developing a high-performing team while contributing to the overall growth and profitability of the bank.

Main Responsibilities
Branch Operations (50%)
• Action customer instructions (e.g., transfers, standing orders, stopped cheques, RTGS/TTs) within SLA.
• Authorize transactions, verify signatures, and monitor workflow to ensure timely clearing.
• Maintain accurate mandate management and end-to-end KYC compliance.
• Conduct daily call overs of vouchers and GL accounts, ensuring proper filing and reconciliation.
• Manage audit findings, snap checks, and incident reports, ensuring timely closure.
• Own and test the branch business continuity plan, escalating issues as required.
• Oversee cash, ATM, and security management, ensuring compliance with dual control and safety standards.
• Supervise suspense and GL account reconciliations, ensuring timely and accurate postings.
• Ensure compliance with operational risk controls, AML, and regulatory requirements.
• Manage branch assets, premises, maintenance, and IT system functionality.
• Prepare the branch for audits, compliance checks, and ensure adherence to the Operations Manual.

Customer Service (25%)
• Drive customer retention through service excellence, cross-selling, and proactive engagement.
• Implement and monitor service standards to enhance the customer experience.
• Resolve customer complaints and track closure times to maintain high satisfaction levels.
• Analyze query trends monthly, coach staff to prevent recurrence, and minimize outstanding issues.
• Ensure ATMs are stocked with quality notes, maintain SLA adherence, and reduce customer wait times.
• Collaborate with the Customer Service Officer to deliver action plans and service improvements.

Sales (5%)
• Encourage back-office staff to provide sales leads and referrals in line with branch targets.

People Management (20%)
• Provide strategic direction and foster a high-performance team culture.
• Conduct in-branch training on product knowledge, compliance, and service excellence.
• Set performance targets, conduct reviews, and hold quarterly one-on-one sessions with staff.
• Coach and reward employees, ensuring career development and talent management practices are applied.
• Manage staff attendance, leave, and HR compliance.
• Address staff concerns raised in surveys and drive team engagement initiatives.

Collaboration & Contact
• External: Liaise with regulators on statutory matters.
• Internal: Work closely with Corporate Banking, Retail Banking, Treasury, and IT departments.

Required Qualifications and Skills
Education & Experience
• Grade 12 Certificate with at least 5 credits, including English and Mathematics.
• Degree in a related field.
• Minimum of 5 years’ experience in the banking industry.

Core Competencies
• Strong understanding of Zanaco Retail products, account opening, and KYC/cash/branch processes.
• Knowledge of compliance frameworks, including KYC, AML, and the Banking Code.
• Familiarity with HR and people management processes.
• Proven experience in complaint handling and resolution.
• Demonstrated ability in developing talent and building effective teams.
• Key skills: analytical thinking, interpersonal skills, customer service orientation, accountability, and drive for results.
• Strong problem-solving, teamwork, rule orientation, and practical execution management abilities.