Branch Operations Manager Job Opportunity at Housing Finance Bank Uganda

Job Summary

Key Responsibilities

• Coordinate and oversee daily branch operations.
• Ensure operational processes comply with internal policies and regulatory requirements.
• Monitor branch procedures to improve efficiency and service delivery.
• Maintain high operational standards across all branch functions.

• Process and authorize customer instructions in accordance with the bank’s Customer Service Charter.
• Ensure timely processing of customer transactions.
• Authorize:
  • Cash transactions above teller limits.
  • Back-office transactions.
  • Front-office postings.
  • Customer instructions within approved authority limits.
• Promote exceptional customer service and resolve operational issues promptly.

• Develop and implement strategies to prevent fraud and forgery.
• Ensure branch operations comply with the operational risk management framework.
• Monitor operational risks and implement appropriate controls.
• Promote adherence to internal control procedures and risk management policies.

• Monitor non-performing assets (NPAs) and loans in arrears.
• Review retail banking loan and overdraft applications.
• Recommend loan and overdraft facilities for approval.
• Support recovery of overdue and overdrawn accounts in accordance with bank guidelines.

• Ensure compliance with:
  • Know Your Customer (KYC) requirements.
  • Anti-Money Laundering (AML) regulations.
  • Bank of Uganda (BoU) requirements.
  • Internal banking policies and procedures.
• Verify customer transactions before authorization.
• Supervise Bank of Uganda clearing processes and settlement account postings.

• Provide secure custody of branch keys and official stamps.
• Perform daily reconciliation of suspense accounts.
• Submit monthly reconciliation reports to relevant departments.
• Ensure accurate balancing of branch financial records.

• Prepare periodic branch performance reports for senior management.
• Monitor branch operational performance against established targets.
• Support continuous improvement of branch processes.

• Supervise:
  • Back Office Posting Officers.
  • Tellers.
  • Customer Service Officers.
• Coordinate with:
  • Direct Sales Officers.
  • Office Assistants.
• Monitor staff performance and development.
• Manage staff leave schedules and workforce planning.
• Coach and mentor branch staff to improve productivity and service quality.

• Monitor the branch cost-to-income ratio.
• Manage leave liabilities.
• Monitor overdrawn accounts and non-performing assets.
• Support efficient branch resource utilization.

Qualifications and Requirements

• A Bachelor’s Degree from a recognized university in one of the following fields:
  • Accounting
  • Finance
  • Commerce
  • Marketing
  • Statistics
  • A related discipline

Professional Experience

• At least 4 years of progressive experience in branch banking operations.
• Demonstrated experience managing operational risks.
• Experience supervising branch operational teams.
• Strong knowledge of retail banking operations and internal controls.

Required Skills and Competencies

• Branch operations management.
• Cash management and reconciliation.
• Retail banking operations.
• Transaction authorization.
• Operational process improvement.

• Operational risk management.
• Fraud prevention and detection.
• KYC and AML compliance.
• Internal control implementation.
• Regulatory compliance.

• Team supervision.
• Staff coaching and mentoring.
• Performance management.
• Decision-making.
• Conflict resolution.

• Customer relationship management.
• Complaint resolution.
• Service quality improvement.
• Excellent communication and interpersonal skills.

• High integrity and professionalism.
• Excellent organizational and coordination skills.
• Strong analytical and problem-solving abilities.
• Confidentiality and ethical conduct.
• Ability to work under pressure and meet deadlines.

Salary Expectations

Career Growth Opportunities

• Senior Branch Operations Manager
• Branch Manager
• Regional Operations Manager
• Head of Branch Operations
• Head of Retail Banking Operations
• Regional Branch Manager
• Chief Operations Officer (COO)

How to Apply

• A recent Curriculum Vitae (CV).
• Copies of academic transcripts and certificates.
• Testimonials.
• Daytime telephone contact number.
• Postal and email address.
• Contact details of three professional referees.

Interview Preparation Tips

• Branch operations management.
• Cash handling and reconciliation procedures.
• Operational risk management.
• Fraud prevention strategies.
• KYC and AML compliance.
• Leadership and staff performance management.
• Customer service excellence.
• Managing non-performing loans and operational controls.

CV Tips for Branch Operations Manager Applicants

• Branch operations management experience.
• Banking operations and transaction authorization.
• Operational risk and compliance expertise.
• Cash management and reconciliation skills.
• Leadership and staff supervision.
• Customer service achievements.
• Fraud prevention and internal control experience.
• Regulatory compliance knowledge.
• Branch performance improvement initiatives.