Branch Officer - Branch Banking Operations and Services

Position Summary

• Provide support to the Branch Manager at the assigned branch, specifically in daily operations, resource coordination, and workflow planning to ensure service continuity and operational efficiency.

• Coach and monitor branch staff to uphold professional discipline, service etiquette, and customer-first standards in all client interactions.

• Resolve escalated customer concerns promptly and professionally to ensure service recovery and satisfaction.

• Oversee and approve complex account openings, high-value OTC transactions, and controlled item issuances, ensuring accuracy, proper authorization, and fraud prevention safeguards.

• Monitor transaction quality and provide real-time guidance to staff to minimize errors and enhance service efficiency.

• Maintain robust operational controls including data privacy, risk mitigation, and strict adherence to the BBOS Banking Manual and regulatory requirements (AML/KYC/SOPs).

• Partner with the Branch Manager to strengthen control frameworks, conduct periodic reviews, and implement corrective actions to prevent operational losses, errors, or negligence.

• Monitor frontline compliance and provide timely coaching or escalation where gaps are identified.

• Ensure accurate, timely completion and secure retention of branch documentation, reports, and controlled records per audit and regulatory standards.

• Review and escalate operational exceptions, control breaches, or high-risk incidents to appropriate stakeholders; oversee tracking and resolution of customer complaints via designated systems.

• Drive process optimization, digital adoption, and staff capability building through coaching, feedback, and participation in training or improvement initiatives.

• Assist in branch audits, BCP/DR testing, and regulatory inspections by preparing documentation and coordinating remediation actions.

Requirements & Experience

• Bachelor’s Degree in Business, Finance, Banking, or a related discipline, supported by relevant professional training, with 5 years of progressive experience in Banking Operations, Branch Operations, Customer Service, or related fields; or

• Higher National Diploma (HND) in a relevant field, complemented by appropriate banking qualifications with 7 years of relevant experience in Banking Operations, Branch Operations, Customer Service, or related fields; or

• At least 10 years of relevant experience in Banking Operations or a related field, including experience in a supervisory or leadership role.

• Foundational knowledge of Retail Banking and Corporate Banking products and services.

• Demonstrated knowledge of consumer protection regulations, compliance obligations, and customer confidentiality practices.

• Excellent verbal communication and customer service skills with strong attention to detail, self-motivated, results-driven, and collaborative team player.

• Effective organizational and time management abilities to handle competing priorities.

• Demonstrated strong leadership, critical problem-solving, and sound decision-making capabilities to effectively guide branch teams, resolve operational challenges, and drive timely, compliant outcomes in a dynamic banking environment.

• Possessing customer-facing experience with demonstrated ability to deliver efficient, high-quality service under pressure will be an added advantage.