Competency Framework for Office Managers in the Nigerian Banking Sector: Development and Validation

This study develops and validates a competency framework specifically designed for office managers in the Nigerian banking sector. Existing competency frameworks for office management have largely been adapted from generic or Western corporate contexts, leaving a documented gap in contextualised frameworks responsive to Nigerian banking sector realities, regulatory environments, and cultural dynamics. The research employs a mixed-methods design comprising three sequential phases: a qualitative expert panel (12 experienced bank office managers and HR directors), a quantitative survey validation phase (220 office managers across 18 banks), and a confirmatory factor analysis phase. The Behavioural Competency Framework and the National Occupational Standards approach provide methodological grounding, with literature from 2020 to 2024 on competency modelling in African financial institutions supporting the study. The resulting framework encompasses six competency clusters: information governance, digital administration, regulatory compliance, interpersonal leadership, resource management, and professional ethics. The validated framework is offered as a practical tool for recruitment, performance appraisal, and training design. Recommendations target the Chartered Institute of Bankers of Nigeria and the Institute of Chartered Secretaries and Administrators of Nigeria. Keywords: competency framework, office managers, banking sector, Nigeria, framework validation