Job Description
The Operations Manager oversees end-to-end retail banking operations, ensuring seamless, secure, and compliant service delivery across SuccessBank's branch network. This role encompasses treasury and cash management, vault operations, branch operational support, process optimization, and risk mitigation. The successful candidate must be hands-on, combining strategic thinking with tactical execution to build robust operational frameworks while maintaining daily operational excellence.
Duties and Responsibilities
Operational Management & Process Excellence
• Oversee daily operations for all branches ensuring efficient, customer-focused, and compliant service delivery
• Develop, document, and implement SOPs for all transactional activities in compliance with RBZ prudential guidelines
• Identify process improvements, cost reduction opportunities, and automation while maintaining service quality
• Support implementation of new systems, technologies, and products from operational readiness perspective
• Act as first-line escalation for branch operational issues, resolving problems promptly
Treasury, Liquidity & Cash Management
• Oversee branch treasury operations including cash forecasting, liquidity planning, and inter-branch fund transfers
• Monitor multi-currency cash levels (USD, ZWL) across branches to ensure adequate liquidity while minimizing holding costs
• Coordinate with Finance/Treasury to manage statutory reserve requirements per RBZ regulations
• Ensure timely submission of regulatory treasury and liquidity reports to RBZ
Vault Operations & Cash Security
• Ensure security, accuracy, and efficiency of vault operations across all branches
• Manage cash ordering, shipment logistics, and inventory in coordination with RBZ, commercial banks, and CIT providers
• Implement and enforce dual custody procedures, vault access controls, and cash handling protocols
• Conduct regular audits and spot checks to verify vault balances and prevent loss or fraud
• Negotiate and manage contracts with CIT and cash logistics vendors
Compliance, Risk Management & Internal Controls
• Ensure operations comply with Banking Act [Chapter 24:20], Microfinance Act [Chapter 24.29], AML legislation, Exchange Control Act, and RBZ circulars
• Maintain robust internal controls to mitigate operational, financial, fraud, and reputational risks
• Collaborate with Risk and Compliance to address audit findings and implement corrective actions
• Lead incident response for operational disruptions, fraud, or security breaches
Leadership & Team Development
• Lead and mentor operations team, fostering accountability, continuous improvement, and ethical conduct
• Conduct performance reviews aligned with SuccessBank's competency framework and provide coaching
• Build collaborative relationships with Branch Managers, Retail Banking, Digital Banking, IT, Finance, Risk, and HR
• Represent Operations in senior management meetings, Board Committee sessions, and Works Council forums
Reporting & Strategic Initiatives
• Prepare regular reports on operational performance, cash utilization, key risk indicators, and service metrics
• Analyze operational data to identify inefficiencies and improvement opportunities
• Prepare Board papers on operational matters including policy changes and capital expenditure requests
Leadership Expectations
• Strategic Vision: Develops 6-12 month operational roadmap linked to SuccessBank's strategic pillars; anticipating seasonal patterns and bottlenecks
• Decisive Leadership: Makes informed, timely decisions; remains calm during critical incidents; balances speed with accuracy
• Integrity: Champions speak-up culture; demonstrates zero tolerance for ethical shortcuts; ensures transparent decision-making
• Change Management: Creates clear change plans; actively listens to concerns; builds buy-in from stakeholders; celebrates wins
• Stakeholder Engagement: Holds regular meetings with Branch Managers; represents Operations effectively to senior leadership; negotiates vendor SLAs
• Talent Developer: Conducts one-on-one coaching; delegates meaningful projects; recognizes performance; implements training programs
• Customer-Centric: Reviews complaint logs to eliminate root causes; involves frontline staff in process design; measures success by customer satisfaction
Qualifications and Experience
• Bachelor's degree in Business Administration, Finance, Accounting, Banking, or related field. Professional certification (CPA, ACCA, CIBZ) preferred
• Minimum 4 years in banking operations with 2+ years in supervisory/managerial capacity in a Microfinance institution
• Proven expertise in at least two areas: treasury/cash management, vault operations, branch operations, payment systems, and transaction processing.
• Strong knowledge of Zimbabwe banking regulations including RBZ prudential standards and reporting requirements.
• Experience managing multi-currency operations (USD, ZWL) is highly desirable.
Core Competencies
• Operational Excellence: Deep understanding of banking operations, process optimization, and risk management
• Analytical Skills: Strong ability to analyze data, identify root causes, and implement effective solutions
• Communication: Excellent verbal and written communication; engages effectively from branch staff to Board
• Detail-Orientation: Meticulous attention to detail in cash handling, regulatory reporting, and documentation
• Time Management: Manages multiple priorities in fast-paced, resource-constrained environment
• Integrity: Unwavering commitment to ethical behavior and regulatory compliance
How to Apply
Interested persons should submit detailed CVs not later than Friday 9 January 2026 to:
hr@successbank.co.zw
