Job Summary

Responsible for managing daily branch operations, driving branch sales, ensuring compliance with regulatory and internal requirements, delivering efficient customer service, and overseeing staff performance and development.

Job Accountabilities

Financial

• Achieve branch sales targets for deposits, investments, loans, bancassurance and takaful products, credit cards, and business referrals.
• Prevent internal and external fraud and minimise financial losses.
• Control and manage branch operating costs within the approved budget.

Process

• Ensure staff comply with the Branch Manual, regulatory guidelines, and internal processes.
• Achieve satisfactory audit ratings and close audit findings within the required timeline.
• Ensure timely submission of branch reports.
• Serve as Business Continuity Management Coordinator and conduct Business Continuity Plan and Call Tree exercises.
• Act as Business Compliance Officer Representative.
• Serve as Complaint Liaison Officer and Occupational Safety and Health Coordinator.
• Conduct coaching to ensure compliance with regulatory and non-regulatory requirements.

Customer

• Ensure customer service meets the Service Level Agreement.
• Ensure timely responses to customer enquiries and Customer Care Queue.
• Resolve customer complaints within the Service Level Agreement.
• Ensure accuracy in all service delivery.

People

• Manage staff attendance, leave planning, and branch meetings.
• Provide training, briefings, and identify staff training needs.
• Lead recruitment, coaching, and staff development.
• Ensure all staff understand their Key Performance Indicators and job responsibilities.
• Track performance and conduct staff appraisals.

Other Responsibilities

• Undertake ad-hoc assignments as required.
• Act as alternate key holder for branch vault and self-service terminals.
• Organise or participate in corporate social responsibility activities.
• Ensure cleanliness, safety, and security of branch premises and self-service areas.
• Perform relief duties when required.

Learning & Growth

• Participate in projects organised by Head Office.
• Attend training on compliance, regulatory matters, product knowledge, and personal development.
• Promote teamwork and uphold the organisation’s values.
• Identify potential staff for succession planning.

Job Requirements

• Bachelor’s Degree in any discipline.
• Minimum 5 years of experience in branch operations or retail banking, with supervisory experience.
• Strong knowledge of banking operations, regulatory requirements, and consumer banking products.
• Strong leadership, coaching, and people management skills.
• Good analytical, communication, and interpersonal skills.
• Results-driven and able to meet branch performance targets.
• Able to manage multiple responsibilities independently.