Assistant Branch Manager (Penang Branch)

Full Time, onsite
alrajhi bank Malaysia
Pulau Pinang, Malaysia

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.