Regional Operations Head

Regional Operations Head – Region 12

Job Summary:

Responsible for branch operations, compliance, service delivery, and operational efficiency across the region. Oversees
15+ branches in Region 12
, ensuring governance standards, service quality, employee engagement, and process improvements are consistently met.

Key Responsibilities:

Governance & Compliance

• Ensure full compliance with internal policies, external regulations, and bank standards.
• Achieve satisfactory audit and compliance ratings with zero fraud or regulatory penalties.
• Oversee internal reviews and operational risk assessments; ensure timely closure of findings.
• Investigate fraud cases and operational lapses, recommending corrective actions.

Operational Efficiency

• Implement cost control measures and drive productivity through process improvement, automation, and waste reduction.
• Approve transactions within delegated limits and ensure accurate, timely financial reporting.
• Manage branch resources, capacity, and business continuity plans.
• Maintain branch premises, safety, and housekeeping standards.

Customer Service & Relationship Management

• Drive service excellence and ensure client issues are resolved promptly.
• Monitor customer satisfaction (NPS, surveys) and initiate service quality improvements.
• Ensure all branches project a customer-centric image aligned with bank standards.

Employee Engagement & Development

• Ensure complete, well-trained, and engaged manpower across all branches.
• Conduct training, coaching, and career-pathing programs for branch personnel.
• Lead regular meetings to address operational issues and drive continuous improvement.

Financial Performance

• Manage branch expenses and identify opportunities for cost efficiency.
• Regularly assess branch capacity and staffing to optimize performance.