Branch Support Unit Manager

About the role

The Branch Support Unit Manager leads and oversees the Branch Support Unit to ensure effective branch site visits, mystery shopping, operational gap identification, service benchmarking, process re‑engineering, and staff coaching.

Key responsibilities

• Lead and supervise a team conducting regular branch site visits, mystery shopping, and operational reviews to identify gaps, control weaknesses, and service bottlenecks.
• Review, analyze, and validate reports from site visits and mystery shopping, providing actionable recommendations to the Head of Department.
• Analyze competitor banks' service models and recommend improvements aligned with market trends and the bank’s strategy.
• Collaborate with relevant departments to drive process re‑engineering initiatives.
• Provide guidance, coaching, and professional development to enhance team capability.
• Perform other duties assigned by management.

Required profile

• Bachelor's degree in Business Administration, Finance and Banking, or a related field.
• Minimum 5 years of experience in banking operations, internal audit, or process improvement, including at least 2 years in a supervisory or managerial role.
• Strong knowledge of branch operational processes and regulatory compliance requirements.
• Demonstrated leadership experience in managing teams and driving performance.
• Excellent coaching, negotiation, analysis, problem‑solving, and decision‑making abilities.
• Proficiency in English (written and spoken) for professional communication.
• High integrity, accountability, and commitment to operational excellence.
• Ability to influence cross‑functional stakeholders and drive change effectively.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint