Branch Service Manager - Growth-Minded Organization

Key Responsibilities:

Service Excellence

• Promote and cultivate excellent customer service culture in the branch
• Ensure branch adhere to service and housekeeping standards
• Complaint Management: Proactive and prompt handling of customer service issues
• Ensure there is clear customer focus across the Branch to produce a high standard of customer service in line with the quality and standards set

Customer Acquisition and Retention

• Drive customer acquisition and retention programme within the branch
• Lead and drive any service campaigns and initiatives of the bank

Operation Control Compliance

• Support Personal Banking wealth operations including level 1 checking of sales documents
• Support on-boarding operations and ensure seamless experience for customer
• Support branch operations including cash handling when required

Risk, Compliance & Audit

• Ensure compliance with the policies and procedure set by the Bank and statutory requirements and guidelines.
• Ensure and observe operational procedures to avoid operational loss
• Proactive in audit management

Requirements: 
 

• Degree in Banking/Business Administration/Economics or related qualifications;
• At least 3 years of experience in customer service preferably in branch banking. Other industry service professional will be considered
• Strong leadership abilities, highly independent, committed, self-motivated, resourceful and result-oriented;
• Ability to identify customers’ needs in order to grow both the Bank’s consumer and commercial deposits and loans;
• Thrive on challenges and able to work as a team player
• Ability to influence and move the team toward a common goal
• Resilient and tenacious with a propensity to persevere
• Excellent interpersonal and good written communication skills