Branch Operation Manager

Job description

# Branch Operation Manager > Access Bank PLC · Kigali, Rwanda · Contract · Posted 2026-10-12 **Workplace:** on_site **Department:** Operations ## Description Key responsibilities 1. Operational control and audit - Run daily branch operations in line with Bank policies, SOPs and BNR regulations: cash, vault, clearing, account opening, data entry, KYC and GL proofs. - Achieve a satisfactory internal and external audit rating with zero repeat exceptions; close audit, call-over and control findings on time. - Keep zero fraud, forgery and income loss from control failures; zero regulatory penalties. 1. Cash and branch financial discipline - Manage the cash budget and vault within approved and insured limits; zero BNR and teller shortages or overages. - Propose at least one cost-saving initiative a year worth 10% of an expense line. - Support branch revenue and new account targets through accurate, fast processing. 1. Service quality and customer experience - Achieve a branch customer satisfaction score of 85% and a top-3 ranking in KPMG or other external surveys. - Keep transaction errors to a minimum and resolve complaints within the agreed turnaround time. - Maintain branch ambience, ATM uptime and queue management; target 4-star mystery shopper and audit scores. 1. Product quality and customer base - Keep dormancy at or below 5% and at least 80% of customers active. - Ensure CX Specialists cross-sell and promote digital channels at the counter. 1. Support to the sales team - Process accounts, loans and transactions from Relationship Officers and DSAs quickly and correctly. - Work with other departments on projects and new processes. 1. People management - Supervise the Head Teller, Tellers and Customer Care Officers; plan rosters, leave and training. - Keep team conduct clean: zero sanctions, full annual attestation and survey participation. - Keep team attrition below 10% and develop successors for critical roles. 1. Community - Take part in at least one CSR activity a year. ## Apply [Apply at Access Bank PLC](https://apply.workable.com/access-bank/j/DD4EACDAD9/apply) --- Powered by [Workable](https://www.workable.com)