Branch Delivery Operations Manager

FirstRand Bank India; Vredenburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

FirstRand Bank is seeking a Branch Delivery Operations Manager to lead operational excellence within a regional branch network. The role focuses on implementing policies, mitigating risk, and driving service quality to deliver a superior customer experience.

The incumbent will provide leadership, develop teams, and translate strategic objectives into actionable operations, performance metrics, and continuous improvement initiatives. Retirement of processes and governance will be key priorities.

Qualifications

• Minimum qualification: Grade 12 / NQF Level 4.
• Preferred: NQF Level 5 Certificate in Banking, Business Management, or related fields.
• 4–5 years of experience in branch operations or operational management in banking or financial services.

Responsibilities

• Execute and implement operational policies, procedures, risk and compliance processes to mitigate risk and improve efficiency.
• Provide operational leadership and people management to align operations with strategy and service expectations.
• Compile and present operational and performance reports to guide informed decisions.
• Identify inefficiencies and drive practical process improvements.
• Partner with stakeholders to resolve operational challenges.

Skills

Operational leadership

Risk & compliance

People management

Data analysis

Education

Grade 12 / NQF Level 4

NQF Level 5 Banking/Business Management

Job description

Job Description

To execute and implement operational policies, procedures, risk and compliance processes to mitigate risk and improve operational efficiencies by providing support and solutions to ensure optimal operational efficiency to deliver an excellent customer experience

Hello Future Branch Delivery Operations Manager

Welcome to FNB, the home of the #changeables. We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer centric financial solutions.

As part of our FNB Points of Presence (POP) team, the Branch Delivery Operations Manager plays a critical role in executing and implementing operational policies, procedures, risk, and compliance processes within the branch. This role is accountable for improving operational efficiencies, managing risk, and enabling optimal service delivery to ensure an excellent and consistent customer experience.

The Branch Delivery Operations Manager provides operational leadership, practical solutions, and people management to ensure day-to-day branch operations align to FNB’s operational strategy, governance standards, and customer expectations.

Now’s the time to imagine your potential in a leadership role where operational excellence and service delivery come together.

Are you someone who can:

• Execute and implement operational policies, procedures, and compliance processes to mitigate risk and monitor and continuously review operational performance to deliver sustainable results
• Compile and present operational and performance reports to guide informed business decisions
• Analyse data and trends to identify opportunities for efficiency and improved service outcomes
• Plan and deliver value added process improvements, initiatives, and services aligned to operational strategy
• Support the development of tactical plans and translate these into effective operational execution
• Ensure branch operations consistently meet or exceed customer service expectations
• Manage and lead employees by creating an environment that supports growth, accountability, and performance excellence
• Drive a strong culture of compliance, ensuring adherence to legislative, audit, and governance requirements
• Partner with stakeholders to resolve operational challenges and implement practical solutions

Qualification & Experience Requirement:

• Minimum Qualification: Grade 12/ NQF Level 4
• Preferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields
• 4 – 5 years of experience in branch operations, or operational management within banking or financial services

You will be an ideal candidate if you possess the following:

• Strong understanding of operational risk, compliance, audit, and governance requirements
• Demonstrated ability to identify inefficiencies and implement process improvements
• Experience in managing people, performance, and team development
• Ability to translate strategy into operational plans and measurable outcomes

You will have access to:

• A leadership opportunity within a dynamic Points of Presence environment
• Exposure to operational strategy execution and continuous improvement initiatives
• Ongoing learning and development aligned to leadership and operational excellence
• The opportunity to influence service quality, risk outcomes, and operational performance

You can be a match if you are:

• Operationally focused with a strong risk and compliance mindset
• Results driven with a passion for service excellence and efficiency
• Analytical and comfortable working with data, reports, and insights
• A people centric leader who builds capable, engaged teams
• Proactive, solution oriented, and innovative in your approach
• Organised, disciplined, and able to manage complexity in a fast-paced environment
• Committed to ethical conduct and high governance standards

All appointments will be made in line with FirstRand Group’s Employment Equity Plan. The Bank supports the recruitment and advancement of individuals with disabilities. Candidates may disclose disability information on a voluntary basis. This information will be kept confidential unless required by law.

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

04/11/26

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.