# Branch Operation Manager

> Access Bank PLC · Kigali, Rwanda · Contract · Posted 2026-10-12

**Workplace:** on_site

**Department:** Operations

## Description

Key responsibilities 

1.  Operational control and audit 

-   Run daily branch operations in line with Bank policies, SOPs and BNR regulations: cash, vault, clearing, account opening, data entry, KYC and GL proofs. 

-   Achieve a satisfactory internal and external audit rating with zero repeat exceptions; close audit, call-over and control findings on time. 

-   Keep zero fraud, forgery and income loss from control failures; zero regulatory penalties. 

1.  Cash and branch financial discipline 

-   Manage the cash budget and vault within approved and insured limits; zero BNR and teller shortages or overages. 

-   Propose at least one cost-saving initiative a year worth 10% of an expense line. 

-   Support branch revenue and new account targets through accurate, fast processing. 

1.  Service quality and customer experience 

-   Achieve a branch customer satisfaction score of 85% and a top-3 ranking in KPMG or other external surveys. 

-   Keep transaction errors to a minimum and resolve complaints within the agreed turnaround time. 

-   Maintain branch ambience, ATM uptime and queue management; target 4-star mystery shopper and audit scores. 

1.  Product quality and customer base 

-   Keep dormancy at or below 5% and at least 80% of customers active. 

-   Ensure CX Specialists cross-sell and promote digital channels at the counter. 

1.  Support to the sales team 

-   Process accounts, loans and transactions from Relationship Officers and DSAs quickly and correctly. 

-   Work with other departments on projects and new processes. 

1.  People management 

-   Supervise the Head Teller, Tellers and Customer Care Officers; plan rosters, leave and training. 

-   Keep team conduct clean: zero sanctions, full annual attestation and survey participation. 

-   Keep team attrition below 10% and develop successors for critical roles. 

1.  Community 

-   Take part in at least one CSR activity a year.

## Apply

[Apply at Access Bank PLC](https://apply.workable.com/access-bank/j/DD4EACDAD9/apply)

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