Assistant Branch Manager

Position Overview:

The Assistant Branch Manager, Services (ABM, Services) plays a key role in the overall success of the branch by ensuring a consistently high standard of customer service and the smooth, efficient execution of daily branch operations. This role is responsible for maintaining a professional branch image, ensuring effective operational and management controls, and supporting a strong service culture.

Success in this role is achieved by setting clear, challenging yet attainable goals for the service and administrative support team, providing ongoing coaching, performance monitoring, and constructive feedback to drive desired behaviours and results.

The ABM, Services is accountable for the collective performance of the service and administrative support team, including customer service delivery (to both customers and internal staff), referrals, teamwork, and personal development. This role also requires active participation in daily customer interactions and collaboration with colleagues to ensure efficient, high-quality service across the branch.


Key Responsibilities:

• Provide strong leadership and oversight of branch service operations to ensure the consistent delivery of high-quality customer service, operational efficiency, and regulatory compliance.
• Enforce adherence to all Bank policies, procedures, service standards, and internal controls, including AML/CTF, KYC, operational risk, and security requirements.
• Maintain accountability for branch operational controls, reconciliations, audits, general ledger management, and timely remediation of identified deficiencies.
• Exercise delegated transactional authority and ensure appropriate authorization coverage is always in place.
• Take ownership of customer escalations and complaints, ensuring timely resolution in accordance with the Bank’s Customer Complaints Policy.
• Lead performance management for service and administrative staff, including coaching, performance appraisals, disciplinary actions, and development planning.
• Support workforce planning by monitoring staffing levels, scheduling, and cross-training to ensure uninterrupted branch operations.
• Drive the achievement of branch referral targets by promoting Bank products, services, and alternate delivery channels.
• Oversee cash administration, custody, and security controls, ensuring compliance with cash limits, segregation of duties, and business continuity requirements.
• Monitor branch operational risk exposure and respond to findings from Internal Audit, ORU, and external auditors within prescribed timelines.
• Ensure accurate and timely preparation and submission of branch operational, compliance, and management reports.
• Maintain a professional branch environment that reflects the Bank’s brand, service culture, and operational standards.
• Support the Branch Manager in achieving branch business objectives and assume responsibility for branch operations in the Branch Manager’s absence.

Minimum Qualifications & Experience:

• Associate’s degree in business management, accounting, or a related field, with three (3) to five (5) years’ experience in a banking operations environment.
• Minimum of two (2) years’ supervisory experience, with demonstrated ability to lead staff, build effective teams, coach direct reports, and ensure the smooth and efficient operation of the branch.
• In-depth knowledge of branch and Bank policies, procedures, and products/services, with the ability to provide sound guidance to staff and customers.
• Strong analytical and numerical skills to compile data, analyze operational and service performance, and prepare reports for branch management.
• Demonstrated sound judgment in interpreting laws, regulations, and internal policies to ensure compliance and mitigate operational risk.
• Excellent verbal and written communication skills to interact professionally with staff, customers, and external stakeholders, and to prepare clear, accurate correspondence and reports.
• Proficient computer skills, including working knowledge of core banking systems and standard business applications (e.g., MS Word, MS Excel, email), to access data, generate reports, and provide approvals and authorizations.
• Ability to operate a variety of standard banking office equipment, including computer applications, printer, fax machine, photocopier, money counter, and other equipment.

Why Join Us?

• Be part of a high-performing team that values innovation and excellence.
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan.
• Be part of a team that values your expertise and invests in your success!