About the position
Banking Operations Manager Location: Lenasia, South Africa
Overview We are seeking a detail-oriented and operationally strong Banking Operations Manager to oversee the day-to-day running of branch operations, ensuring efficiency, compliance, and exceptional customer service delivery.
This role is critical in maintaining operational excellence, managing risk, and driving a seamless banking experience across all client touchpoints.
Key Responsibilities Operational Management
- Oversee all branch operations, including Teller, Foreign Exchange, Account Opening & Maintenance, Debit Cards, and Trade Finance
- Ensure all operational activities are completed accurately, efficiently, and within prescribed timelines
- Supervise back-office processes and ensure adherence to internal policies and procedures
- Manage staff attendance, performance, and leave approvals
Risk, Compliance & Governance - Ensure Business Continuity Management (BCM) readiness and coordinate evacuation drills
- Conduct regular cash spot checks and report any discrepancies
- Monitor vault management, including cash levels and overnight excess reporting
- Ensure all documentation and records are compliant with bank policies and audit requirements
Customer Experience - Deliver high-quality customer service in line with defined SLAs
- Act as the escalation point for customer complaints and service issues
- Proactively resolve client queries and enhance the overall client experience
Process & Systems - Review and verify account opening and maintenance documentation before submission
- Ensure accurate record-keeping and document management
- Utilise internal systems (including HPLUS) effectively to manage operations and service requests
Leadership & Collaboration - Lead, coach, and manage a team of junior to mid-level employees
- Work closely with Centralised Operations and internal stakeholders
- Support ad hoc projects and operational initiatives as required
Qualifications & Experience - Bachelor’s Degree or equivalent
- Minimum 3–4 years’ experience within core banking operations
- Strong understanding of banking processes, compliance, and operational risk
Key Competencies - Strong operational and process management skills
- Proficiency in HPLUS or similar banking systems
- Excellent attention to detail and accuracy
- Strong time management and multitasking ability
- Ability to lead and manage teams effectively
- Strong client service orientation and relationship management skills
What Success Looks Like in This Role - Smooth, compliant, and efficient branch operations
- Strong team performance and accountability
- High levels of customer satisfaction
- Accurate reporting and strong risk control
Desired Skills:
- operations
- branch operations
- BCM
- banking processes
- compliance
- operational efficiences
