Unit Head – Branch Operations

About the role

The Unit Head – Branch Operations is responsible for overseeing all day‑to‑day activities of the branch in Duqm, ensuring transactions are accurate, authentic and compliant with bank policies. The role also drives cross‑selling of e‑channels and serves as the primary point of contact for customers and internal stakeholders.

Key responsibilities

• Approve transactions within delegated limits and ensure uniform implementation of policies and procedures.
• Monitor branch MIS to detect fraud, overdrafts, unusual activity and other risk exposures.
• Plan staff utilization tactically to meet service standards and manage customer traffic.
• Supervise tellers, chief teller and service ambassadors, including scheduling, counseling and training.
• Reconcile suspense accounts daily and perform month‑end GL balancing.
• Promote e‑channels such as corporate credit cards, mobile and internet banking.
• Maintain audit controls to achieve a green audit rating for cash, remittance and online banking operations.
• Respond promptly to customer inquiries via phone or email and coordinate resolutions with relevant departments.
• Act as relieving officer for the Unit Head of Branch Service and manage AML/CFT risk.

Required profile

• Proven experience in branch operations management within the banking sector.
• Strong knowledge of operational policies, audit standards and AML/CFT regulations.
• Demonstrated leadership skills with the ability to coach and develop staff.
• Excellent analytical abilities to interpret MIS reports and identify risk.
• Customer‑focused mindset with a track record of converting enquiries into sales.

Required skills