Branch Manager (Balakong)

Alliance Bank Malaysia Berhad; Seri Kembangan; On-site; MYR 60,000 - 90,000; Full time

Job summary

Alliance Bank Malaysia Berhad in Seri Kembangan is seeking a Branch Manager to lead the local branch, drive performance, and ensure efficient operations in line with Head Office directives.

You will coach and motivate the team, uphold service standards, enhance customer relationships, and promote the bank's products while ensuring compliance with banking guidelines and budgets.

Responsibilities

• Act on behalf of the Bank in accordance with operating instructions, authorized signature book, discretionary powers and Head Office instructions.
• Enforce discipline in the Branch for efficiency, staff morale and promotion of the Bank's image.
• Manage the team to deliver optimal performance by motivating, coaching and counselling.
• Conduct sales training to ensure sales team is updated on product information and sales effectiveness.
• Drive service quality and superior customer relationship management.
• Develop and maintain long-term profitable relationships with customers and ensure exceptional customer experience.

Job description

• 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 resolve customer related issues on timely manner and escalate 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 utilization 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.
• 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.
• 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.
• Performs any other duties as assigned by Management from time to time.