Operations & Service Manager – Retail Banking

About the role

The Operations & Service Manager will lead the Retail Banking Group in ensuring operational excellence, high‑quality customer service, and strict compliance with regulatory standards. You will oversee cash handling, business continuity, and team performance across multiple branches.

Key responsibilities

• Ensure all transactions comply with internal procedures and regulatory guidelines.
• Manage branch cash operations, optimise cash handling, and act as joint custodian of till cash, vault and ATMs/EDMs.
• Maintain Business Continuity Plans, update escalation matrices, and train staff for disruptions.
• Oversee administrative tasks, service audit reports and implement improvements.
• Set performance objectives, conduct evaluations, provide coaching and regular training including counterfeit detection.
• Submit quarterly Key Risk Indicators, implement risk mitigation strategies and ensure adherence to SOPs.

Required profile

• Behavioural competencies: analytical thinking, motivational support, teamwork, initiative, staff development.
• Functional competencies: performance management, customer orientation, persuasive communication, influencing skills, process adherence.