Assistant Branch Manager (Penang Branch)
Salary undisclosed
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Responsible for the day to day branch operations, perform a variety of complex duties to serve customers/prospects by providing excellent customer service with the highest degree of accuracy and professionalism, while fully exploring customer needs and providing appropriate products and services.
Job Responsibilities
- Work closely with Branch Manager to align operations and the staff towards achieving the business and branch goals in line with the Bank policies and procedures.
- Manage daily operations of the branch and stand in as acting Branch Manager in his/her absence.
- Supervises assigned branch personnel such as senior service advisor and service advisor in terms of daily work, assignment, performance appraisals, promotions and compensation activities for employees.
- Ensure that the branch personnel comply with regulation & applicable laws.
- Review/approve leave & work arrangements for branch operation service staffs.
- Guide, train, supervise and evaluate the branch operation service staffs to enhance individual productivity to enable them to function according to job description.
- Develop effective/consistent communication among all branch staffs inclusive of sales and service staffs.
- Ensure premises are clean and all equipment/tools are in good & working condition.
- Oversee & manage daily operations over-the-counter, SST and Affluent centres.
- Check and authorize the daily over the counter transactions and new account opening form.
- Ensure zero error rate recorded for Remittance, KYC and New Account Opening.
- Monitor the QMS system for waiting and serving time to ensure within TAT.
- Monitor the CRM system for service request and complaints to ensure they are attended to within agreed SLA
- Verify E-ICCS Cheque system and confirmation with customer based on the cheque issued.
- Daily checking of reports.
- Daily cheque collection via Cheque Deposit Machine and scanning for to SPICK Unit for processing before cut off time.
- To monitor Branch Cash Holding Limit
- Observe and monitor the service area, banking hall and premise at all times.
- Checking of the SST lobby by end of day for any abnormal gadget or devices.
- Ensure consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service level Agreement, efficient / accuracy standards and good business processes/ judgment.
- Attend and monitor closely to CIB, CSU, CAU, CCA & AML enquiries and requests.
- Develop action plans to enhance operational controls and optimize customer service.
- Report to Head Office for any suspicious transaction reported by branch personnel.
- Ensure that staffs attended to all customer queries, complaints or requests via walk in or CRM system within the TAT
- Ensure customer service excellence to enhance customer portfolio and retention.
- Ensure customer service excellence to enhance customer stickiness, loyalty and retention.
- Resolve customer complaints promptly and efficiently within agreed TAT.
- Have a thorough and comprehensive understanding of all retail products and services and sufficient understanding of all bank services to make effective referrals to branch business lines.
- Assists Branch Manager in meeting financial, performance, and business development targets.
- Assist Relationship Managers on Affluent customer’s operational matters.
- Handle customer’s enquiries, spot cross selling opportunities and refer potential leads to sales team for sales closure.
- For high risk category of new account opening, monitor submission and seeking appropriate approval for the Enhanced Due Diligence (EDD) cases.
- To check and monitor the KYC Refresh, ODD review exercise and AML CFT high risk tagging exercise.
- Attend to AML queries promptly within 3 working days.
- Ensure no repeated audit finding.
- Achieving good / satisfactory rating on audit review.
- Ensure incident reporting (IR) raised on a timely basis.
- Ensure Occupational Safety & Health Act (OSHA) of the branch is in order.
- Ensure to conduct monthly Surprise Cash, Security items and Alarm testing check.
- Half yearly key lodgment.
- Maintain a comprehensive knowledge on related policies, procedures, and rules and regulations. Must be familiar with aspects of regulatory reporting. Ensures on-going compliance with audit procedures and other applicable guidelines.
- Compliance with all bank policies, regulations and laws applicable to carrying out duties and responsibilities.
- Ensure that the branch personnel comply with regulation & applicable laws.
- Ensure operational excellence and integrity of the branch.
- Develop action plans to enhance operational controls and optimize customer service experience and service standard.
- Compliance with BNM’s Management of Customer Information and Permitted Disclosures Policy.
- Achieve/exceed targeted score/ratings
- Zero complaint receive from customers or stakeholders.
- Responsible for the completion of various daily, weekly and monthly reports as assigned.
- Attend to branch related projects assigned
- To perform other duties assigned by Branch Manager (BM) or Branch Support (BS) Unit and support specific assignments from time to time.
- Assume the supervisory role of a Branch Manager in his/her absence as and when required.
- Relief other branch’s ABM as and when assigned by Branch Support Unit.
- To fully support Branch Supervision Team.
Qualifications
- Bachelor's degree or equivalent in Business
- Minimum 5 years of banking experience in branch operations and services fields.
- Vast knowledge in latest compliance, regulatory requirements and AMLA/CFT
- Candidates must have experience in branch sales
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