Branch Operations Manager

MAIN RESPONSIBILITIES

Operational Management

• Oversee and manage all branch operational
  activities, including administration, service delivery, and logistical
  support.
  
• Implement operational policies, procedures, and
  service standards to ensure consistent performance and customer
  satisfaction.
  
• Monitor branch performance against key
  operational and financial KPIs, taking corrective actions where necessary.
  

Team Leadership &
Development

• Supervise, coach, and develop branch staff to
  ensure high performance and engagement.
  
• Conduct regular team meetings to communicate
  targets, operational updates, and performance feedback.
  
• Foster a positive and collaborative work
  environment that supports company values.
  

Customer Service &
Relationship Management

• Ensure delivery of exceptional customer
  experience through efficient processes and responsive service.
  
• Address and resolve escalated customer issues in
  a timely and professional manner.
  
• Build and maintain strong relationships with key
  customers and stakeholders.
  

Compliance & Risk
Management

• Ensure adherence to company policies, regulatory
  requirements, and industry standards.
  
• Implement and monitor internal controls to
  safeguard assets and reduce operational risk.
  
• Conduct regular audits of processes,
  documentation, and branch facilities.
  

Financial & Resource
Management

• Manage the branch budget, expenses, and resource
  allocation to optimize cost efficiency.
  
• Review financial reports to track branch
  profitability and operational cost control.
  
• Approve expenditure within delegated authority
  limits.
  

Skill Level Required:

Requirements

·    Familiarity with
managing Branch operations services and performance metrics.

·    Oversee overall branch
operations from HQ to all the branches nationwide.

Education:- Bachelor’s degree in Business Administration, Finance,
Management, or related field.

·       Minimum 5–7 years of experience in branch or operations management, preferably in banking,
insurance.

-        Highly organized and
detail-oriented with strong time management skills

-        Basic design skills
with knowledge of tools like Canva or Adobe Creative Suite a plus

-        Ability to multitask
and thrive in a fast-paced environment

Job
Dimension and KPI

·     Operational efficiency
metrics (e.g., turnaround time, converting manual processes to efficient
process).

·     Ensure achieve
individual’s qualitative and quantitative target.

·     Ensure company’s service
level standards are met.

·     Provide service
excellence

·    Compliant with Company’s
and regulator’s rules and Guidelines

Experience

Proven experience in managing overall branch operations and service
excellence to support the business.

Key Skills

·     Operational Excellence – Strong process
management and efficiency orientation.

·     Leadership & Team
Management – Ability to inspire and guide teams to achieve goals.

·     Customer Focus – Commitment to
delivering high-quality customer service.

·     Analytical Thinking – Ability to understand
systems and structures to recommend appropriate solutions, interpret data and
make informed decisions.

·     Adaptability – Comfortable working
in dynamic environments with evolving priorities.

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Benefits

Benefits

• EPF Contribution: 15% from the Company
  

• Annual Leave: 21 days per year
  

• Comprehensive Insurance: Coverage for employees, with extension to spouse and children
  

• Outpatient Coverage: Unlimited for employees
  

• Dental & Optical: Annual allowance provided
  

• On-site Company Gym: Free access for all employees