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Branch Operations and Service Manager
manager · Retail & Commercial Banking
Job Description Apply now Requisition Number: 59798 Job Location: Kampala, UGA Global Grade: Band 7 Work Type: Office Working Employment Type: Permanent Posting Start Date: 06/08/2026 Posting End Date: 13/08/2026 Job Description:Job Summary
The Branch Operations and Service Manager is responsible for driving service efficiency, operational controls, customer experience, and process excellence across the branch. The role ensures that branch operations are delivered in line with the Bank’s standards, policies, risk requirements, and customer service expectations, while leading and developing the branch team.Key Responsibilities
- Ensure efficient branch service delivery in line with branch standards and agreed customer service timelines.
- Identify and implement cost efficiencies, workflow improvements, and service quality initiatives.
- Maintain strong checks and controls to prevent operational losses, fraud, and other risk events.
- Ensure adequate cash availability at the branch to meet customer withdrawal requirements.
- Monitor critical reports on a timely basis and ensure compliance with relevant processes and procedures.
- Drive customer migration to digital channels where appropriate, while maintaining strong customer experience.
- Lead, coach, and support branch team members through performance management, development planning, training, and workplace coaching.
- Ensure front-line staff complete required initial and ongoing training.
- Detect and escalate suspicious transactions, money laundering concerns, forgeries, fraud, operational losses, and near misses.
- Ensure compliance with Anti-Bribery, Anti-Money Laundering, Combating Financial Crime, customer data confidentiality, and other applicable risk and conduct requirements.
- Promote the Bank’s values, Code of Conduct, Conduct Principles, and standards of ethics across the branch team.
Skills and Experience
- Strong branch operations and service management experience.
- Experience leading teams, managing performance, coaching employees, and supporting staff development.
- Strong customer focus, with the ability to improve service quality and deliver strong customer outcomes.
- Good understanding of operational risk, front-line risk management, governance, and compliance requirements.
- Ability to manage workflow changes and drive process improvements.
- Strong decision-making, collaboration, communication, and problem-solving skills.
- Ability to manage ambiguity, act with urgency, and maintain trust through high standards of integrity.
- Technical capability in business facilitation, change management, front-line risk management, business governance and support, and strategy and business model execution.
Qualifications
- Bachelor's degree in a related field.
- Professional certification in Banking, Risk Management, Anti-Money Laundering, Financial Crime Compliance, or Operations Management is an added advantage.
- Experience in branch operations, banking operations, customer service, or cash management,
- Proven experience leading teams, driving operational excellence and managing risk, governance, and regulatory compliance.
- Strong knowledge of branch operations, customer experience, operational controls and process improvement.
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
- Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
- Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
- Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
- Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
- Flexible working options based around home and office locations, with flexible working patterns.
- Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
- A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
- Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.