Assistant Branch Manager (Penang Branch)

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

• Oversee daily branch operations, including cash management, transaction processing, and service delivery.
• Ensure compliance with bank policies, procedures, and regulatory requirements.
• Monitor and manage branch performance metrics, such as service quality, efficiency, and customer satisfaction.
• Identify and implement process improvements to enhance operational efficiency.
• Act as a point of contact for branch staff, providing guidance and support.
• Supervise and coach branch staff, including Service Advisors and Senior Service Advisors.
• Conduct performance appraisals, provide feedback, and identify training needs.
• Ensure staff adherence to bank policies, procedures, and regulatory requirements.
• Motivate and inspire staff to achieve performance targets and deliver exceptional customer service.
• Resolve customer queries, complaints, and issues promptly and efficiently.
• Promote and cross-sell bank products and services.
• Ensure a positive and welcoming customer experience.
• Identify and address customer pain points to enhance satisfaction.
• Monitor and mitigate operational risks, such as fraud, errors, and security breaches.
• Implement effective controls to safeguard the bank's assets.
• Ensure compliance with anti-money laundering (AML) and counter-terrorism financing (CTF) regulations.
• Stay updated on regulatory changes and ensure compliance with all applicable laws and regulations.
• Conduct regular compliance checks and audits.
• Report any suspicious activities or irregularities to appropriate authorities.

Job Qualifications

• Strong understanding of banking operations, products, and services.
• Proven leadership and supervisory skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Attention to detail and accuracy.
• Ability to work under pressure and meet deadlines.
• Proficiency in relevant banking systems and applications.