Assistant Branch Manager

Affin Pheim; Kuantan; On-site; MYR 120,000 - 180,000; Full time

Job summary

AFFIN is seeking an experienced banking professional to manage end-to-end branch operations, ensure regulatory compliance, and uphold high service standards. The role focuses on safeguarding operational integrity while supporting business growth through customer engagement and cross-selling.

Join our team to lead branch staff, maintain strong internal controls, and contribute to a reliable customer experience in a regulated environment within Malaysia.

Qualifications

• Experience in managing branch operations and governance.
• Strong knowledge of regulatory requirements (BNM, AMLA, PDPA).
• Experience with cash operations, vault controls, and ATM/CDT processes.
• Proven ability to lead, coach, and supervise branch staff.

Responsibilities

• Manage daily branch operations in line with policies and regulatory requirements.
• Oversee AML monitoring, alerts, and suspicious transaction reporting.
• Ensure service quality and SLA adherence in customer interactions.
• Support audits, resolve findings, and maintain control gaps.
• Drive referrals, cross-selling, and branch revenue initiatives.
• Act as Relief Branch Manager when required and manage risk controls.

Skills

Branch operations

Regulatory compliance

AML compliance

Customer service

Risk management

Leadership

Coaching

Vendor management

Education

Bachelor's Degree in Banking/Finance/Business Administration

Job description

# **Create the future with Affin! You too can make a difference.***We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. You too can make a difference.***Job Summary:**We are seeking an experienced banking professional to manage end-to-end branch operations, ensure strong regulatory compliance, and uphold high service standards. This role plays a critical part in safeguarding the branch's operational integrity while supporting business growth through customer engagement, referrals, and cross-selling. The successful candidate will work closely with the Branch Manager to ensure operational excellence, risk discipline, and a consistent customer experience.**Job Responsibilities:****Branch Operations & Governance**- Manage daily branch operational activities in accordance with internal policies,Branch Manual, and regulatory requirements- Ensure compliance with BNM regulations, AMLA, FSA/IFSA, PDPA, FATCA, FEA, andrelated guidelines- Oversee account opening, customer profile maintenance, and service requests toensure accuracy and compliance- Manage cash operations including vault control, ATM/CDT operations, dailybalancing, and reconciliation- Monitor GL entries, error corrections, vouchers, and critical operational reports- Support internal and external audits, ensuring timely resolution of audit findings andcontrol gaps**Risk Management & Security**- Oversee AML transaction monitoring, alerts, and suspicious transaction reporting- Ensure strong internal controls, segregation of duties, and fraud preventionmeasures- Manage branch security including CCTV, DVR, alarm systems, security personnel, andvendor access- Ensure business continuity readiness including backup power supply and facilitymaintenance**Customer Experience & Service Quality**- Ensure branch service delivery meets agreed service level standards (SLA)- Manage customer complaints and escalations, ensuring timely resolution and qualityoutcomes- Promote a professional branch image and customer-centric service culture**Business Support & Revenue Enablement**- Support referral and cross-selling of deposits, investment, bancassurance, wealth,and Takaful products- Contribute towards achievement of branch fee-based income and lead generationtargets- Balance service excellence with business growth and risk discipline**People & Leadership**- Supervise branch staff and daily operational workflows- Provide coaching, on-the-job training (SOJT), and performance monitoring- Cascade policies, circulars, and operational updates from Head Office- Act as Relief Branch Manager when required**Operational Risk, Records & Administration**- Act as Branch Operational Risk Coordinator- Ensure proper document storage, archival, and record management in line withpolicy- Submit operational risk reports including loss data, KRIs, and RCSA within timelines- Monitor renewal of branch contracts, licenses, and service agreements- Support CSR and branch-led community initiatives**Job Requirements:**- Bachelor's Degree in Banking, Finance, Business Administration, or related discipline- Minimum 5-8 years of experience in retail banking, branch operations, or servicemanagement- Strong exposure to compliance, AMLA, audit, and operational risk management- Prior supervisory or acting managerial experience is an advantage- Good understanding of banking regulations and BNM requirements- Strong knowledge of branch operations, cash management, vault controls, andATM/CDT processes- Familiarity with audit processes, operational risk frameworks, and incident reporting- Strong attention to detail and operational discipline- Sound judgment with high risk awareness- Customer-focused with strong complaint management capabilities- Effective communication and stakeholder management skills- Ability to perform under pressure in a regulated environment- High integrity, accountability, and professionalism- Willingness to act as Relief Branch Manager when required- Key holder responsibility for vault and self-service machines- Willingness to support CSR activities and ad-hoc assignments.### Get In TouchJoin AFFIN as we evolve to become a financial institution of the future, embracing innovation and technology to deliver unrivaled customer service. We're looking for colleagues who share our values and are ready to live them every day.Explore the exciting opportunities and make a real impact on the future of finance. Come be a part of our journey today!\"Always About You\"At AFFIN, we strive to always connect and engage with our customers, to understand their changing needs and aspirations better. It represents our passion and commitment to the community we operate in, enabling us to quickly respond to changes and provide a personalised experience.At AFFIN, our people are aligned to our values of customer centricity, creativity and value creation. Our tagline \"Always about you\", was crafted to drive loyalty and build our reputation as a creative and innovative financial organisation.Our people are at the heart of what we do and remain the focus of our customer centric culture. It's about the initiatives we take in understanding and prioritising our stakeholders; our customers, employees and shareholders. As we venture through this metamorphosis journey, we are aware of their ever-changing needs and are embracing the new ways of this digital dimension. We put our hearts and minds into everything we do, to ensure that everyone we touch, receives unrivalled customer service.