Branch Service & Operations Officer
HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Retail Division. We are seeking a talented, dynamic, self-driven and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.
The Branch Service & Operations Officer is tasked with ensuring operational excellence and service efficiency within the branch network. This involves daily reconciliations to maintain accurate financial records, upholding high service standards and meeting turnaround times (TAT) for customer satisfaction, and conducting regular audits to address repeat findings and ensure compliance. Additionally, the role includes continuously reviewing and improving processes for better efficiency, overseeing cash management to ensure proper handling and security, and managing dormant accounts to reactivate them or take necessary actions as per policy.
Deadline: 2025-05-16
Category: Retail
Subsidiary: HFC
Principle Accountabilities
Cash Management:
- Monitor cash holdings across branches, ensuring they remain within approved limits.
- Respond promptly to cash-related incidents from branches. ▪
Audit Compliance:
- Track closure of exceptional audit items via audit trackers.
- Conduct pre-audit/risk assessment checks to minimize audit risks and exposures.
Branch Operational Metrics:
- Support the Senior Manager in achieving key operational targets, including fraud reduction and audit reviews.
Customer Experience:
- Liaise with branches and the Customer Experience department to address and resolve customer issues, improving the Net Promoter Score (NPS).
Operational Efficiency:
- Ensure timely submission of regulatory reports.
- Resolve exceptional issues from branches’ weekly/monthly checklists.
Incident Management:
- Act as the first escalation contact for branch emergencies (e.g., IT issues, power outages), coordinating speedy resolutions with relevant departments.
Business Continuity Planning (BCP):
- Work with the Business Continuity Coordinator to develop and test recovery strategies.
Policy Guidance & Training:
- Provide guidance and training on operational policies to Branch Operations Managers, Customer Service Officers, and Cash Officers.
Monitoring & Compliance:
- Monitor branch service-level agreements (SLAs) and escalate non-compliance cases as necessary. o Track large cash transactions and implement mitigation measures for anomalies.
Key Competencies and Skills
Technical competencies
- Strong interpersonal, communication, and presentation skills.
- Effective planning and organizational skills.
- High emotional intelligence and empathy.
- Team player with excellent listening skills.
Minimum Qualifications, Knowledge and Experience
Academic & Professional
- University Degree, preferably in Business related field such as Economics, Finance & Accounting from an accredited institution/university
Experience
- Minimum of 3 to 4 years’ banking experience (preferably in Operations).
- Strong understanding of banking products, policies, procedures services, and CBK Prudential Guidelines.
