Branch Operations Subject Matter Expert

Job description / Role

Description

Job summary
The Branch Operations Subject Matter Expert (SME) is responsible for providing deep functional expertise on branch operations, processes, policies, and regulatory requirements. The role supports branch teams, operations leadership, and cross-functional partners by driving operational excellence, ensuring compliance, improving processes, and supporting change initiatives across the branch network.

Key responsibilities

Operational excellence
Serve as the primary subject matter expert for end-to-end branch operations, including teller services, account servicing, cash management, and customer transactions.
Provide guidance and resolution for complex operational issues escalated from branches.
Ensure consistent implementation of standard operating procedures (SOPs) across all branches.

Policy, compliance & risk
Interpret and implement operational policies, regulatory requirements, and internal controls.
Partner with risk, compliance, and audit teams to address findings and corrective action plans.
Support branches during audits, inspections, and regulatory reviews.

Process improvement
Identify process gaps, inefficiencies, and risk areas within branch operations.
Lead or support process improvement initiatives to enhance efficiency, accuracy, and customer experience.
Contribute to automation, digitization, and transformation projects related to branch operations.

Training & knowledge support
Act as a knowledge resource for branch staff and operations teams.
Support the development and delivery of training materials, job aids, and procedural documentation.
Coach branch teams on best practices and operational standards.

Change & project support
Support rollout of new products, systems, and operational changes across branches.
Conduct impact assessments and provide operational input for new initiatives.
Serve as liaison between branches, central operations, and technology teams.

Reporting & analysis
Analyze operational data, incidents, and trends to recommend corrective actions.
Prepare reports, dashboards, and management updates on branch operational performance.

Key skills & competencies

• Strong expertise in branch banking / retail operations
• Excellent understanding of operational risk, controls, and compliance requirements
• Strong problem-solving and analytical skills
• Ability to translate complex policies into practical operational guidance
• Excellent communication and stakeholder management skills
• Process improvement and change management mindset

Requirements

Qualifications
Bachelor’s degree in Business, Finance, Banking, or a related field (preferred).
5–8+ years of experience in branch operations, retail banking, or operations management.
Prior experience as a senior branch role, operations analyst, or SME preferred.

Preferred experience
Experience supporting multi-branch networks.
Exposure to regulatory audits and operational risk management.
Experience with core banking systems and branch platforms.