OPERATIONS MANAGER

Key Responsibilities: A. Branch Operations Management Supervise daily branch operations including cash handling, account opening, transaction processing, and reconciliations. Ensure smooth functioning of front office (CSO & Tellers) and back office operations. Monitor workflow efficiency and service turnaround times. Ensure adherence to Standard Operating Procedures (SOPs). B. Supervision of Staff Provide leadership and supervision to Tellers, CSOs, and Back Office Officers. Allocate duties and ensure proper segregation of roles. Review and authorize transactions within delegated authority limits. Conduct on-the-job training and performance monitoring. C. Cash & Liquidity Management Oversee vault cash management and teller cash limits. Ensure daily cash balancing and reconciliation. Monitor branch liquidity levels and coordinate cash movements. Ensure strict adherence to cash handling and security procedures. D. Account Opening & Customer Service Oversight Ensure proper KYC/CDD compliance for all new accounts. Review and approve account opening documentation. Ensure high standards of customer service at the branch. Handle escalated customer issues and complaints. E. Back Office & Reconciliations Supervise reconciliation of: Bank accounts (including BOT, correspondent banks) ATM and mobile banking transactions TISS, TIPS, and other payment systems Suspense and clearing accounts Ensure timely resolution of reconciling items. F. Risk, Compliance & Internal Controls Ensure compliance with Bank of Tanzania regulations and internal policies. Enforce strong internal controls and segregation of duties. Monitor and mitigate operational risks and fraud. Ensure AML/CFT compliance, including KYC and transaction monitoring. Support internal and external audits and implement recommendations. G. Systems & Transaction Processing Ensure accurate and timely processing of all transactions in the Core Banking System. Monitor system usage and escalate issues to IT where necessary. Ensure data integrity and proper system controls. H. Reporting & Administration Prepare daily, weekly, and monthly operational reports. Report operational issues, risks, and exceptions to Branch Manager. Maintain proper documentation and records for audit purposes. Key Performance Indicators (KPIs): Accuracy and timeliness of transaction processing Number and value of reconciliation differences Compliance with KYC/AML requirements Audit findings and resolution rate Customer service turnaround time Cash shortages/overages Operational risk incidents Requirements Qualifications & Experience: Bachelor’s degree in Banking, Finance, Accounting, Business Administration, or related field Minimum 3–5 years of banking experience, with at least 2 years in operations or supervisory role Strong understanding of banking operations, payments systems (TISS, TIPS), and reconciliations Working Conditions: Office-based within the branch May require extended hours during peak periods or month-end