Operations Manager

Job Description

We are looking for an experienced and operationally strong Operations Manager to provide infrastructure, operational and project support across allocated regions within a province.

This role is responsible for supporting the physical network by ensuring that Points of Representation are operationally ready, infrastructure standards are maintained, service level commitments are met, and regional infrastructure projects are delivered effectively. The role requires a disciplined operations professional who can work across multiple stakeholders, manage vendors, support branch readiness, identify risks, resolve operational breakdowns and contribute to CAPEX and OPEX planning.

Key Responsibilities:

• Manage regional infrastructure requirements across Points of Representation, including openings, closures, revamps, relocations, floorplan approvals, equipment movements and operational readiness.
• Build and manage effective working relationships with Group Real Estate Services, Security, Information Technology, facilities, vendors, head office teams and provincial stakeholders to ensure timely resolution of operational and infrastructure issues.
• Monitor service level agreements, identify service breakdowns, conduct root cause analysis and escalate unresolved matters through the correct channels to ensure sustainable resolution.
• Conduct branch infrastructure audits and regional visits to assess housekeeping, operational readiness, risk items, equipment requirements and adherence to required standards.
• Support CAPEX and OPEX planning by providing input into budget requirements, forecasts, cost saving opportunities, cash service costs and infrastructure investment decisions.
• Co-ordinate and support regional projects, IT releases, premises maintenance activities, device rollouts, deep cleaning, cash logistics and other operational initiatives impacting the physical network.
• Use Management Information Systems and operational data to analyse channel performance, identify improvement opportunities and support informed decision-making across the region.
• Provide responsive operational support during incidents, including robberies, bomb scares, system failures, vendor issues and other disruptions that may impact branch operations and client service delivery.

Qualifications

• Bachelor’s Degree or Advanced Diploma in Operations Management, Business Management, Project Management, Facilities Management, Infrastructure Management, Finance, Supply Chain Management or a related field.

Experience Required:

• 5 to 7 years’ experience in a service, operations, branch support, infrastructure or regional operational environment.
• Strong working knowledge of branch operations and the operational requirements of a physical banking network.
• Experience co-ordinating vendors, infrastructure activities, service providers, projects and operational support teams.
• Exposure to CAPEX/OPEX planning, budget tracking, service level management, risk identification and operational problem-solving would be advantageous.
• People management or team supervision experience would be beneficial.

Additional Information

Behavioural Competencies:

• Articulating Information and Challenging Ideas
• Embracing Change and Taking Action
• Following Procedures and Making Decisions
• Providing Insights and Generating Ideas
• Resolving Conflict and Understanding People
• Team Working and Seizing Opportunities

Technical Competencies:

• Banking Process & Procedures
• Customer Understanding ( Consumer Banking)
• Data Management (Administration)
• Infrastructure and Platforms Support
• Planning, Forecasting and Budgeting
• Risk Identification
• Workspace Management