Department: Distribution & Alternate Channels
Reports To: Branch Manager
Job Grade: HFB 5B
Direct Reports:
Direct – Back Office Posting Officers
– Tellers
– Customer Service Officers
Indirect – Direct Sales Officers
– Office Assistants
Interacts/Interfaces with:
Internal – All staff
External – Bank Customers
– Service providers
Job Purpose:
To monitor, coordinate and implement branch operations
processes in line with regulatory frameworks and Bank policies and
procedures.
Key Result Areas:
• Process customer instructions to achieve the required customer
service standards as defined in the customer service charter.
• Develop strategies for eliminating incidents of fraud and forgeries
in accordance with the operational risk framework.

• Monitor all non-performing assets/loans in arrears within the
specified operations procedures and Credit Policy.
• Authorize all cash transactions above teller limits, back office
transactions and front-office postings/customer instructions within
the acceptable turnaround time and set approval limits.
• Provide safe custody of all branch keys and stamps in line with set
guidelines.
• Generate periodic branch performance reports for review by senior
management in line with HFB policies and procedures.
• Monitor the implementation of branch processes and procedures
in line with Bank policies and procedures.
• Check all bank transactions for accuracy and compliance with KYC
procedures and authorize them before being posted onto the bank
system in line with set policies and procedures.
• Plan, review and monitor staff development and performance
initiatives for branch staff under your supervision in line with existing
human resource policies.
• Review and recommend Retail Banking loan and overdraft facilities
for approval and undertake the recovery of amounts on overdrawn
accounts in line with set guidelines.
• Daily reconciliation of suspense accounts and submission of
monthly reports to the respective user as defined in the operations
manual.
• Verify all instruments for BoU clearing and supervise postings to
BoU settlement account.
Financial Responsibility:
• Monitor branch staff leave to manage leave liabilities in terms of
provisions.
• Monitor non-performing assets and overdrawn accounts.
• Monitor cost income ratio of the branch

Person Specification
Education & Training:
• A Bachelor’s Degree from a recognized university, preferably in
Accounting, Finance, Commerce, Marketing or Statistics.
Skills & Experience:
• Should have at least four years’ progressive experience in branch
operations, with proven experience in managing all associated risks.
Business Behaviours:
• Should have good industry knowledge and leadership skills with
demonstrated competencies in championing customer focus.
• Should have excellent coordination and organizational skills.
• Ability to exercise the highest level of integrity and confidentiality.
Interested candidates should submit their applications with a recent
CV, copies of all academic transcripts, certificates and testimonials,
daytime telephone contact number, postal and email address and
three competent referees not later than Wednesday, 12th August
2026 by 5:00 pm to:
Chief People & Culture Officer
Housing Finance Bank,
Investment House
4 Wampewo Avenue, Kololo
Please note that all applications must be submitted via this link:
https://bit.ly/HFB_BranchOperationsManager
Note that the position has been advertised both internally and
externally