Job Summary

To supervise and coordinate the activities of all the Operations Unit in the banking hall in an organized manner to ensure efficient service delivery to clients

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Department: Banking Operations

Grade Level: Senior Officer

Reports To: Branch Manager

Direct Reports: - Customer Service Officers

- Head Teller/Tellers

- Account Officers

Additionally, the job is expected to ensure the following levels of performance:

Financial (40%)

1. To agree performance targets with frontline staff (daily number of transactions account opening) and ensure they are exceeded.

Monitor progress continuously

2. To ensure quality and controlled growth

Customer Service (30%)

1. To ensure that customer services meet the needs of our customers including maximum outreach, sustainability, and transformation.

Risk and controls (10%)

1. Process, monitor, record and evaluate loan portfolio ensuring 100% repayment.

2. Ensure risk free operating system is in place at the branch

People (20%)

1. To entrench performance based management by ensuring staff are productive and fairly assessed

2. To motivate and retain staff

Required Outputs

  • Sufficient cash is available for disbursement as loans and withdrawals to clients
  • Customers given the highest level of service in the banking hall without complaints
  • Validate all new account documentations
  • Crosscheck all transactions of Tellers to ensure that they conform to operational policies and industrial standards
  • Secured all cash obtained from depositors into the strong room and properly locked up in safety to ensure no losses or pilferage
  • Strong room kept safe to prevent any unlawful entry
  • Coordinate activities in the banking hall with a very high level of satisfaction to clients and positive returns to Management

Key Responsibilities

  • Control cash movement in and out of the strong room
  • Manages the cash available in the Bank to ensure that the institution operates within the approved cash limit as well as making cash available for transactions
  • Approves withdrawals for groups who want to withdraw from their compulsory savings accounts
  • Authorizes new cheque books that have been captured in the system by the Accounts Officers
  • Reviews Tellers’ transactions on daily basis to ensure that the transactions have been posted correctly into the right accounts
  • Reviews all account opening documentation from customer Service Officers to ensure, they conform to the account opening procedures and processes
  • Acts as a liaison between sister branches as well as with other banks with regards to transfer of cash and other related operational issues
  • Controls the activities of Drivers to ensure that their movement is well coordinated to ensure their availability for operations
  • Serves as a coach for other junior staff in their day to day operations

Minimum Qualification and Requirements


  • A good Bachelors's degree from a recognized University preferably in Accounting, Finance, Banking or Economics.
  • General knowledge in banking with emphasis on banking operations
  • A minimum of two years working experience in Banking Operations

Required Competencies

  • Ability to live the Values
  • Customer Focused
  • Delivers Results
  • Leads the Team
  • Resolves Problems
  • Listening and Responding
  • Concern for Quality and Standards
  • Demonstrating initiative
  • Teamwork
  • Budget and cost control
  • Financial Analysis
  • Legislative and regulatory requirements
  • Fundamental Management principles
  • Product Knowledge
  • Oral communication
  • Written communication
  • Applies Financial Services Business Knowledge
  • Knowledge and Application of Procedures and Policies

Other Qualities and Requirements

  • Must be rules and regulations and detail oriented person and can drop all of that to make the sales side of Opportunity work by being creative and by being focused on the customer, given the growth needs of the Bank
  • Technical knowledge on issues relating to cheques and clearing processes/procedures
  • Technical knowledge in banking operations
  • Working knowledge in credit operations
  • Ability to relate to peers/superiors
  • Ability to deal with screaming customers
  • Ability to take initiative

Key Relations

Internal Relationships

  • Credit Department
  • Finance Department
  • MIS Department
  • Human Resources
  • Other Branches within the local Opportunity network

External Relationships

  • Existing account holders
  • Potential Clients
  • The staff of other Banks
  • Bank of Ghana
  • External Auditors (Ernst and Young)

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