OPERATIONS MANAGER JOB DESCRIPTION

OPERATIONS MANAGER JOB DESCRIPTION

JOB TITLE: Operations Manager

JOB PURPOSE

The Operations Manager will collaborate with the Branch Manager to ensure exceptional customer service delivery and foster customer relationships. This role involves overseeing Service Delivery functions such as Customer Service and Cashiering to maintain operational controls and enhance operational efficiency while projecting a professional image for the branch.

KEY RESPONSIBILITIES

Branch Controls, Processes, and Procedures Custodian:

• Ensure strict adherence to established controls, processes, and procedures as per Sidian Bank policies.
• Implement Business Continuity Plans (BCP) and coordinate disaster recovery efforts.
• Maintain branch cleanliness and adherence to Sidian Bank’s standards.
• Oversee compliance with KYC & AML processes and observe acceptable Turn Around Time (TAT).
• Coordinate with relevant units to ensure efficient banking services to customers.
• Manage operational, security, and process risks to prevent fraud and protect assets.
• Ensure timely submission of all required reports and documentation.

Branch Cash Management:

• Comply with CBK guidelines on large cash transactions.
• Ensure timely repatriation of cash to the vault and maintain cash supply at the till.
• Provide and record cash services to customers, including deposits, withdrawals, and money transfers.
• Maintain customer confidentiality and adhere to bank operations and security procedures.

Business Growth & Development:

• Collaborate with the Branch Manager to develop and execute branch strategies aligned with the bank’s growth objectives.
• Drive revenue generation through branch service fees, commissions, and product promotions.
• Promote the utilization of bank channels and support customer acquisition and retention efforts.
• Meet targets for new accounts opened and average funding balances.

Customer Experience:

• Handle cash transactions, customer queries, and complaints within defined Service Level Agreements (SLAs).
• Identify and evaluate client needs to increase deposits through effective tele-sales techniques.
• Promote and cross-sell bank products to new and existing customers.
• Ensure efficient processing of transactions and account maintenance.

Leadership & People Management:

• Collaborate with HR to manage human resources within the branch.
• Set performance objectives, provide feedback, and support staff development.
• Assign tasks, schedule work, and conduct regular staff meetings.
• Ensure adherence to HR policies and procedures and maintain a conducive work environment.

Risk & Compliance:

• Act as the Risk Management and Compliance champion at the branch.
• Submit accurate and up-to-date Operational risk and control self-assessments (RCSA/ORSA).
• Ensure compliance with operational policies, procedures, and regulatory guidelines.
• Monitor customer transactions for suspicious activities and report to the compliance function promptly.

DECISION-MAKING AUTHORITY

• Authorization of transactions up to authorized limits.
• Rotation of branch staff within various roles.
• Approval of OMNI items and staff leave.
• Approval of costs within set budgets.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline (e.g., business administration or finance).
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• Minimum 6 years’ proven working experience in a Banking environment, with at least 3 years at a management level.
• Sound exposure to Branch Operations & Processes and Customer Service roles.

SKILLS & COMPETENCIES

• Strong interpersonal skills to effectively communicate with customers and stakeholders.
• Knowledge of relevant banking products, services, and policies.
• Self-empowerment to foster teamwork, trust, and a customer-service-oriented culture.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

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EXPERT TIPS TO BE A SUCCESSFUL APPLICANT FOR OPERATIONS MANAGER

1. Demonstrate Leadership Skills: Highlight instances where you successfully led teams or managed projects to showcase your leadership abilities.
2. Emphasize Customer Service Experience: Provide examples of how you’ve delivered exceptional customer service or resolved challenging situations to demonstrate your commitment to customer satisfaction.
3. Showcase Operational Expertise: Discuss your experience in implementing operational controls, optimizing processes, and ensuring compliance with banking regulations.
4. Highlight Communication Skills: Illustrate your ability to effectively communicate with diverse stakeholders, both internally and externally, to foster positive relationships.
5. Illustrate Problem-Solving Skills: Share anecdotes of how you’ve identified and addressed operational challenges creatively and efficiently.
6. Display Financial Acumen: Demonstrate your understanding of financial principles and your ability to contribute to business growth through revenue generation strategies.
7. Highlight Team Collaboration: Showcase your experience in collaborating with cross-functional teams to achieve organizational goals.
8. Exhibit Adaptability: Describe situations where you successfully adapted to changes in the banking industry or organizational structure.
9. Prioritize Compliance: Stress your commitment to compliance with regulatory requirements and your role in mitigating operational risks.
10. Show Continuous Learning: Discuss your efforts to stay updated with industry trends, regulations, and technological advancements to enhance your skills and knowledge.

SAMPLE COVER LETTER FOR AN OPERATIONS MANAGER

[Your Name]

[Your Address]

[City, State, Zip Code]

[Your Email Address]

[Your Phone Number]

[Date]

[Hiring Manager’s Name]

[Company Name]

[Company Address]

[City, State, Zip Code]

Dear [Hiring Manager’s Name],

I am writing to express my interest in the Operations Manager position at [Company Name], as advertised. With a solid background in banking operations and a proven track record of driving efficiency and delivering exceptional customer service, I am confident in my ability to contribute effectively to your team.

In my previous roles, I have successfully managed branch operations, implemented process improvements, and ensured compliance with regulatory requirements. My hands-on experience in cash management, customer service, and risk mitigation has equipped me with the skills necessary to excel in this position.

I am particularly drawn to [Company Name]’s commitment to excellence and innovation in the banking industry. I am eager to leverage my expertise to support your branch in achieving its strategic objectives and delivering unparalleled service to customers.

Thank you for considering my application. I look forward to the opportunity to discuss how my qualifications align with the needs of your team. Please find my resume attached for your review.

Sincerely,

[Your Name]

FREQUENTLY ASKED QUESTIONS

1. What are the key responsibilities of an Operations Manager? Answer: An Operations Manager is responsible for overseeing branch controls, processes, and procedures, managing cash operations, driving business growth, ensuring excellent customer experience, and providing leadership and people management.
2. What skills are essential for success in the role of Operations Manager? Answer: Essential skills for an Operations Manager include strong interpersonal skills, knowledge of banking products and services, effective communication, problem-solving abilities, financial acumen, teamwork, adaptability, and commitment to compliance.
3. How do you handle customer complaints or queries in a banking environment? Answer: In a banking environment, I handle customer complaints or queries by actively listening to their concerns, empathizing with their situation, and offering solutions or alternatives to address their needs promptly and professionally.
4. How do you ensure compliance with regulatory requirements in branch operations? Answer: I ensure compliance with regulatory requirements by staying updated on relevant laws and regulations, implementing internal controls and processes, conducting regular audits and reviews, and providing ongoing training to staff on compliance matters.
5. Can you provide an example of a challenging situation you faced in a previous role and how you resolved it? Answer: One challenging situation I faced was during a system outage that affected cash transactions at the branch. I immediately communicated with the IT department for a swift resolution and devised a manual process to serve customers in the interim, ensuring minimal disruption to service delivery.
6. How do you motivate and develop your team members? Answer: I motivate and develop my team members by setting clear performance objectives, providing regular feedback and coaching, offering opportunities for training and skill development, recognizing and rewarding achievements, and fostering a supportive and collaborative work environment.
7. How do you prioritize tasks and manage time effectively in a fast-paced banking environment? Answer: I prioritize tasks by assessing their urgency and importance, delegating where necessary, and using time management techniques such as to-do lists and scheduling. I also stay organized and adaptable to handle unexpected challenges efficiently.
8. What strategies do you employ to drive business growth and development in your branch? Answer: I employ strategies such as promoting bank products and services to customers, identifying opportunities for cross-selling and upselling, leveraging digital channels, participating in sales promotions, and actively engaging with customers to understand their needs and preferences.
9. How do you handle conflicts or disagreements within your team? Answer: I handle conflicts or disagreements within my team by encouraging open communication, listening to all perspectives, facilitating constructive dialogue, finding common ground, and working towards mutually acceptable solutions. If necessary, I involve HR for mediation or support.
10. Can you describe a time when you successfully implemented a process improvement initiative? Answer: In a previous role, I identified inefficiencies in the account opening process and proposed a streamlined workflow that reduced processing time by 30%. I collaborated with cross-functional teams to implement the new process, provided training to staff, and monitored performance to ensure sustained improvement.

POSSIBLE OPERATIONS MANAGER INTERVIEW QUESTIONS WITH ANSWERS

1. How do you ensure operational efficiency while maintaining compliance with regulatory requirements? Answer: I ensure operational efficiency by implementing standardized processes and controls, leveraging technology for automation, and conducting regular audits and reviews. Compliance is ingrained in our processes, and I stay updated on regulatory changes to ensure adherence.
2. Can you describe a time when you had to handle a difficult customer situation? Answer: In a previous role, a customer was dissatisfied with a service issue. I listened to their concerns, apologized for the inconvenience, and offered a solution that addressed their needs promptly. By demonstrating empathy and providing a resolution, I was able to retain the customer’s trust.
3. How do you prioritize tasks when faced with multiple competing priorities? Answer: I prioritize tasks based on urgency, importance, and impact on overall objectives. I assess deadlines, allocate resources accordingly, and communicate expectations to stakeholders to ensure alignment and timely completion of tasks.
4. How do you foster teamwork and collaboration among your team members? Answer: I foster teamwork by creating a supportive and inclusive work environment where team members feel valued and empowered. I encourage open communication, recognize individual contributions, and promote a shared sense of purpose and accountability towards common goals.
5. How do you stay updated on industry trends and best practices in banking operations? Answer: I stay updated through professional development opportunities, industry publications, networking events, and participation in training programs offered by the bank. I also collaborate with peers and attend seminars or conferences to exchange knowledge and insights.
6. Can you discuss a time when you successfully implemented a cost-saving initiative in your branch? Answer: In a previous role, I identified opportunities to reduce operating expenses through process improvements and vendor negotiations. By renegotiating contracts and optimizing resource allocation, we achieved significant cost savings without compromising service quality.
7. How do you handle pressure or stressful situations in a high-volume banking environment? Answer: I prioritize tasks, stay organized, and maintain a calm and composed demeanor under pressure. I leverage problem-solving skills, delegate responsibilities where necessary, and seek support from colleagues to effectively manage workload and deliver results.
8. How do you ensure staff adherence to policies and procedures in the branch? Answer: I ensure staff adherence by providing clear guidelines, conducting regular training sessions, and reinforcing expectations through ongoing communication and feedback. I lead by example and address any deviations promptly to maintain consistency and accountability.
9. Can you describe your approach to performance management and employee development? Answer: I believe in setting clear performance objectives aligned with organizational goals, providing regular feedback, and offering opportunities for skill development and career advancement. I foster a supportive environment where employees feel motivated to excel and grow professionally.
10. How do you handle conflict resolution among team members? Answer: I address conflicts by promoting open communication, facilitating dialogue, and encouraging empathy and understanding. I seek to resolve conflicts collaboratively, focusing on finding mutually acceptable solutions and fostering a positive and cohesive team dynamic.

ROUGH SALARY RANGE ESTIMATE: $60,000 – $80,000 per annum, depending on experience and qualifications.

We wish you the best in your application process. Sidian Bank is committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. We are an equal employer and do not charge any application/recruitment fee, whether refundable or not.

THE KENYAN JOB-FINDER