Branch Operations Service Officer

About the role

The Branch Operations Service Officer ensures the smooth running of daily branch activities, delivering high‑quality service to customers while maintaining strict risk and control standards. The role supports cash handling, client service, and operational compliance in a fast‑paced banking environment.

Key responsibilities

• Support daily branch operations and service delivery in line with bank policies, procedures and conduct expectations.
• Provide relief for Cash Officer and Client Service Executive duties to maintain branch continuity.
• Assist customers, resolve operational issues and contribute to improved customer experience outcomes.
• Maintain strong operational risk and control discipline over cash handling, security access, control keys and branch documentation.
• Identify process gaps, reduce errors and suggest practical improvements to boost productivity and service quality.
• Offer operational guidance to colleagues on procedures, controls and service expectations, escalating complex matters when needed.
• Uphold conduct, compliance and regulatory expectations in all branch interactions.

Required profile

• Action‑oriented with a sense of urgency and enthusiasm for new challenges.
• Collaborative mindset, able to build partnerships and work towards shared objectives.
• Customer‑focused, dedicated to building strong relationships and delivering customer‑centric solutions.
• Comfortable managing ambiguity and operating effectively in uncertain situations.
• Courageous in addressing difficult issues and speaking up when necessary.
• Trusted by peers through honesty, integrity and authenticity.
• Quick learner who applies lessons from successes and failures to new problems.

Required skills