Background

Grounded in strong ethical values and a transformational goal to serve the poor, Opportunity Bank delivers tailored lending, savings, and financial inclusion solutions while maintaining high standards of governance, risk management, and community support. We value integrity, professionalism, and positive impact, and are committed to fostering economic opportunity and long-term partnerships across the communities we serve.

Opportunity Bank invites applications from qualified candidates to fill the position of:

Position: Manager – Branch Operations & Customer Service

Reports to: Head of Operations

Duty Station: Head Office.

Job Purpose

To lead operational excellence and customer experience across the Bank’s branch network, ensuring that branch operations are simple, efficient, controlled and consistently deliver high-quality customer outcomes.

The Manager will drive the continuous improvement and transformation of branch operations by simplifying processes, eliminating inefficiencies and recurring service failures, strengthening controls, improving staff productivity and leveraging technology and digitization. The role will build capable teams and use operational and customer insights to deliver measurable improvements in turnaround times, service quality, productivity, cost-to-serve, control effectiveness and customer satisfaction, while ensuring compliance with Bank policies and regulatory requirements.

Key Result Areas:

Branch Operations & Control:

• Oversee consistent execution of branch operational processes across the Bank.
• Establish and monitor branch operating standards, controls, procedures and turnaround times.
• Oversee branch cash management, including cash holdings, insurance limits, custody, movement and excess cash management.
• Monitor branch operational exceptions, transaction processing errors and control breaches and ensure timely corrective action.
• Drive standardization and continuous improvement of branch processes to improve efficiency, control and customer experience.
• Build the capability of branch operations staff through training, coaching and performance monitoring.

Customer Service & Experience:

• Own implementation of the Bank’s customer service standards across branches and monitor adherence to the Customer Service Charter.
• Oversee complaints management, including resolution, escalation, ageing and root-cause analysis.
• Monitor service indicators including turnaround times, complaints, recurring service failures and customer feedback.
• Identify systemic causes of poor customer experience and coordinate corrective actions with relevant functions.
• Embed a consistent service culture across the branch network and ensure customer-facing staff are appropriately trained.

Management and planning:

• Contribute to the development and implementation of the Bank’s overall strategic plan thus ensuring that the Bank operates in the most efficient and sustainable manner. Advise Head of Operations concerning all aspects of banking operations.

Unit planning and Management:

• Develop and oversee the implementation of annual work plans and operational activities, systems and procedures in line with Bank of Uganda Regulations, bank policies and customer expectations.

Operational Efficiency and income growth:

• Develop unique and value adding strategies that lead to achievement of set non-interest revenues, in the most efficient way using delivery channels in line with the Banks strategic initiatives/plan as well as reviewing, monitoring and communicating performance to the stake holders.
• Suggesting/advising on array of new services or processes and implementation ensuring that these fit within the Bank’s mission.
• Develop strategies that allow the Bank to operate at its desired operational efficiency using available resources.
• Preparing budgets and cost management and control.

Risk Management and Compliance:

• Identify risk factors and establish frameworks to mitigate risk in the Operations Department making sure there is a faster mechanism in place to enable quick and early detection and escalation of issues when they arise.
• Ensure compliance with Operations policies and procedures, BOU regulations, budget parameters, and procedures and the risk management framework operational within the Bank.
• Responsible for audit, risk and BOU findings /reports, and helping resolve issues raised as well as ensuring no repeat findings.
• Perform any other duties as may be assigned by your supervisor from time to time.

Qualifications & Experience

• Bachelor’s degree in commerce, economics, business administration or related fields. An experience in the same role is an added advantage.
• Minimum of 5 years’ experience in the Banking field at least 2 years of which are in management.
• Experience in banking Operations with a proven track record of developing systems and procedures that support the Operations Function and customer service.
• Knowledge of the Ugandan banking regulations and statutory requirements.

Personal Skills and Abilities

• Good communication skills (oral and written)
• Analytical and numerical skills involve reading and interpreting financial reports, analyzing trends, financial/business management skills to a high level
• Basic IT knowledge
• Advanced people management skills
• Team Building skills

Opportunity Bank is an equal opportunity employer. All qualified candidates are encouraged to apply regardless of disability, gender, marital status, religion and ethnicity.

• Oversee consistent execution of branch operational processes across the Bank.
• Establish and monitor branch operating standards, controls, procedures and turnaround times.
• Oversee branch cash management, including cash holdings, insurance limits, custody, movement and excess cash management.
• Monitor branch operational exceptions, transaction processing errors and control breaches and ensure timely corrective action.
• Drive standardization and continuous improvement of branch processes to improve efficiency, control and customer experience.
• Build the capability of branch operations staff through training, coaching and performance monitoring.
• Own implementation of the Bank’s customer service standards across branches and monitor adherence to the Customer Service Charter.
• Oversee complaints management, including resolution, escalation, ageing and root-cause analysis.
• Monitor service indicators including turnaround times, complaints, recurring service failures and customer feedback.
• Identify systemic causes of poor customer experience and coordinate corrective actions with relevant functions.
• Embed a consistent service culture across the branch network and ensure customer-facing staff are appropriately trained.
• Contribute to the development and implementation of the Bank’s overall strategic plan thus ensuring that the Bank operates in the most efficient and sustainable manner. Advise Head of Operations concerning all aspects of banking operations.
• Develop and oversee the implementation of annual work plans and operational activities, systems and procedures in line with Bank of Uganda Regulations, bank policies and customer expectations.
• Develop unique and value adding strategies that lead to achievement of set non-interest revenues, in the most efficient way using delivery channels in line with the Banks strategic initiatives/plan as well as reviewing, monitoring and communicating performance to the stake holders.
• Suggesting/advising on array of new services or processes and implementation ensuring that these fit within the Bank’s mission.
• Develop strategies that allow the Bank to operate at its desired operational efficiency using available resources.
• Preparing budgets and cost management and control.
• Identify risk factors and establish frameworks to mitigate risk in the Operations Department making sure there is a faster mechanism in place to enable quick and early detection and escalation of issues when they arise.
• Ensure compliance with Operations policies and procedures, BOU regulations, budget parameters, and procedures and the risk management framework operational within the Bank.
• Responsible for audit, risk and BOU findings /reports, and helping resolve issues raised as well as ensuring no repeat findings.
• Perform any other duties as may be assigned by your supervisor from time to time.

• Good communication skills (oral and written)
• Analytical and numerical skills involve reading and interpreting financial reports, analyzing trends, financial/business management skills to a high level
• Basic IT knowledge
• Advanced people management skills
• Team Building skills

• Bachelor’s degree in commerce, economics, business administration or related fields. An experience in the same role is an added advantage.
• Minimum of 5 years’ experience in the Banking field at least 2 years of which are in management.
• Experience in banking Operations with a proven track record of developing systems and procedures that support the Operations Function and customer service.
• Knowledge of the Ugandan banking regulations and statutory requirements.