Branch Manager

Alliance Bank; Lunas; On-site; MYR 134,000 - 201,000; Full time

Job summary

Alliance Bank Malaysia Berhad is seeking a Branch Manager to lead and drive branch performance, customer experience, and team development. The role emphasizes achieving targets, enforcing service standards, and maintaining strong customer relationships.

The successful candidate will oversee daily operations, coach staff, and ensure compliance with banking guidelines, while delivering a high-quality customer experience and achieving business growth.

Qualifications

• Leads and directs branch operations to meet targets and uphold service standards.
• Manages customer experience and ensures compliance with banking guidelines.
• Coaches staff to maximize performance and sales effectiveness.
• Drives cross-selling and customer relationship management initiatives.

Responsibilities

• Plan, organize, and control branch operations to meet goals.
• Lead the branch as the “CEO” with accountability for performance.
• Ensure consistent, high-quality customer experiences in the branch.
• Motivate and develop staff to achieve superior results.
• Supervise sales training and product knowledge updates.
• Resolve customer issues and escalate critical cases as needed.
• Build long-term, profitable relationships with customers.

Skills

Leadership

Sales management

Customer service

Team motivation

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

19d ago , from Alliance Bank Malaysia Berhad

• Plans, organizes, directs and controls the business, operations and administration of the Branch with discretion necessary to fulfill the Bank's goals and policies.
• Acts as the “CEO” of the branch with responsibility to lead, manage and drive branch based on allocated targets.
• Responsible for the overall customer experience in the branch, ensuring consistency and compliance with service quality standards.
• Coaches and motivates the team to maximize team performance.
• Authority
• Authority to act on behalf of the Bank in accordance with operational instructions, authorized signature book of the Bank, discretionary powers and instructions issued by Head Office from time to time.
• Enforces discipline in the Branch for efficiency, staff morale and promotion of the good image of the Bank.
• To manage the team to deliver optimal performance by motivating, coaching and counseling.
• Conducting sales training where required to ensure sales team is updated on latest product information and sales effectiveness techniques.
• Service Quality & Customer Relationship Management
• To drive the branch team to meet Internal Service Standards and deliver exceptional customer experience.
• To proactively resolve customer related issues and escalat all critical or unresolved issues to immediate superior.
• To build and maintain long term and profitable relationships with customers.
• Standard of Performance
• Ensures efficiency and effectiveness in the management and operations of the Branch within the budget.
• Ensures effective utilisation of staff for the accomplishment of the goals and objectives of the Branch through their respective roles.
• Projects and promotes a positive service culture and maintains a good image of the Bank by adhering to all quality service standards set by the Bank and through active listening to the voice of the customer.
• Operative Duties
• Assumes full responsibility for efficient and effective management of the Branch by ensuring compliance to banking guidelines, procedures and instructions of Head Office.
• Provides feedback to immediate superior on business and industry trends for the formulation and implementation of effective action/business plans and marketing strategies including sales, promotion and cross-selling of the Bank's various products and services to ensure business growth and achievement of business targets.
• Establishes good rapport and seeks out business opportunities with prospective and existing customers to increase the customer base of the branch.
• Conducts surprise checks on the various banking operations and services in line with our existing guidelines.
• Implements and maintains all customer service directives and continually improves its effectiveness in accordance with documented policies and procedures on service quality.
• People Management
• Reviews, plans and provides organisation structure of the Branch, ensures proper delegation of authority, co-ordination of work and optimum utilisation of staff of the Branch.
• Communicates the guidelines, procedures, Management directions and standard of performance for the staff of the Branch ensuring employees are engaged and to stimulate staff achievements.
• Evaluates fairly and regularly reports on performance of staff to Head Office and communicates to the staff, the results of their performance.
• Regularly reviews and plans manpower requirements for the Branch.
• Ensures proper training of staff for achievement of high standard of performance and enhancing staff skills.
• Building and engaging a team of employees with the right values working towards the Bank’s Vision and Direction.
• Maintains staff discipline, relations and industrial harmony in the Branch.
• Other Duties
• Performs any other duties as assigned by Management from time to time.