Responsibilities:

Provide direct oversight of all branches, ensuring consistent adherence to CBN-approved operating procedures, service standards, and internal controls.
Develop and enforce standardized branch operations manuals and SOPs replicable across existing and new branches.
Oversee all back-office functions, including payments, loan disbursements, account maintenance, reconciliations, vault management, and cash-in-transit, ensuring accuracy and full audit trail integrity.
Manage the operational readiness process for new branch openings, covering premises, equipment, staffing, systems, and CBN branch licensing.
Set and enforce service quality standards across all customer touchpoints — branch, phone, and digital channels — in line with CBN Consumer Protection Framework requirements.
Manage the Bank's formal complaints handling process, ensuring all complaints are logged, resolved, and reported within CBN-prescribed timelines.
Ensure KYC/CDD, BVN/NIN verification, and customer onboarding processes are compliant, efficient, and scalable.
Oversee the day-to-day availability, performance, and integrity of the core banking application across all branches, managing relationships with the CBS vendor and IT service providers.
Develop a technology scalability roadmap aligned with branch expansion plans and National MFB license requirements.
Oversee digital and alternative channels (mobile banking, USSD, agency banking, ATM/POS), ensuring security, availability, and fraud monitoring.
Collaborate with the Risk & Compliance Officer to embed operational risk practices across all branches, including incident reporting, root-cause analysis, and control gap remediation.
Implement and monitor maker-checker controls, dual-authorization frameworks, and fraud prevention measures across all operational processes.
Develop, test, and maintain a Business Continuity Plan (BCP) and IT Disaster Recovery Plan (DRP) for all branches and critical systems.
Oversee procurement, facilities management, and third-party service provider contracts across all branches, ensuring value for money and policy compliance.
Ensure all operational processes comply with CBN MFB Regulatory Guidelines, AML/CFT/KYC rules, payment system regulations, and NDPA.
Monitor CBN circulars for operational implications and ensure timely implementation of required changes.
Build, lead, and develop a disciplined, high-performing operations team with clear accountability structures scalable to a multi-branch National MFB.
Provide operational input into strategic planning, branch expansion feasibility, digital channel launches, and new product implementations.
Collaborate with EXCO members to ensure integrated decision-making and smooth execution of the Bank's growth strategy.
Work collaboratively with other EXCO members to achieve integrated decision-making and smooth implementation of strategy.