Branch Manager (Nationwide)

Affin Bank Berhad; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Affin Bank Berhad is seeking a Branch Operations Manager to oversee daily branch operations across Malaysia, drive branch sales, ensure regulatory and internal compliance, deliver efficient customer service, and lead staff performance and development.

The role requires a Bachelor's degree and a minimum of 5 years in branch operations with supervisory experience, plus strong leadership, analytical, and interpersonal skills to meet branch targets and uphold service standards.

Qualifications

• Bachelor’s Degree in any discipline.
• Minimum 5 years of experience in branch operations or retail banking, with supervisory experience.
• Strong knowledge of banking operations, regulatory requirements, and consumer banking products.
• Strong leadership, coaching, and people management skills.
• Good analytical, communication, and interpersonal skills.
• Results-driven and able to meet branch performance targets.

Responsibilities

• Achieve branch sales targets for investments, loans, bancassurance and takaful products, credit cards, and business referrals.
• Prevent internal and external fraud and minimise financial losses.
• Control and manage branch operating costs within the approved budget.
• Ensure staff comply with the Branch Manual, regulatory guidelines, and internal processes.
• Achieve satisfactory audit ratings and close audit findings within the required timeline.
• Ensure timely submission of branch reports.
• Serve as Business Continuity Management Coordinator and conduct Business Continuity Plan and Call Tree exercises.
• Act as Business Compliance Officer Representative.
• Serve as Complaint Liaison Officer and Occupational Safety and Health Coordinator.
• Conduct coaching to ensure compliance with regulatory and non-regulatory requirements.
• Ensure customer service meets the Service Level Agreement.
• Ensure timely responses to customer enquiries and Customer Care Queue.
• Resolve customer complaints within the Service Level Agreement.
• Manage staff attendance, leave planning, and branch meetings.
• Provide training, briefings, and identify staff training needs.
• Lead recruitment, coaching, and staff development.
• Ensure all staff understand their Key Performance Indicators and job responsibilities.
• Track performance and conduct staff appraisals.
• Undertake ad-hoc assignments as required.
• Act as alternate key holder for branch vault and self-service terminals.
• Organise or participate in corporate social responsibility activities.
• Ensure cleanliness, safety, and security of branch premises and self-service areas.
• Perform relief duties when required.
• Participate in projects organised by Head Office.
• Attend training on compliance, regulatory matters, product knowledge, and personal development.
• Promote teamwork and uphold the organisation’s values.
• Identify potential staff for succession planning.

Skills

Branch operations

Sales leadership

Regulatory compliance

Staff coaching

Customer service excellence

Education

Bachelor's Degree in any discipline

Job description

We are hiring for multiple locations across Malaysia. The final job placement will be determined based on your preferences, availability, and business needs.

Job Summary

Responsible for managing daily branch operations, driving branch sales, ensuring compliance with regulatory and internal requirements, delivering efficient customer service, and overseeing staff performance and development.

Job Accountabilities

Achieve branch sales targets for investments, loans, bancassurance and takaful products, credit cards, and business referrals.

Prevent internal and external fraud and minimise financial losses.

Control and manage branch operating costs within the approved budget.

Process

Ensure staff comply with the Branch Manual, regulatory guidelines, and internal processes.

Achieve satisfactory audit ratings and close audit findings within the required timeline.

Ensure timely submission of branch reports.

Serve as Business Continuity Management Coordinator and conduct Business Continuity Plan and Call Tree exercises.

Act as Business Compliance Officer Representative.

Serve as Complaint Liaison Officer and Occupational Safety and Health Coordinator.

Conduct coaching to ensure compliance with regulatory and non-regulatory requirements.

Customer

Ensure customer service meets the Service Level Agreement.

Ensure timely responses to customer enquiries and Customer Care Queue.

Resolve customer complaints within the Service Level Agreement.

People

Manage staff attendance, leave planning, and branch meetings.

Provide training, briefings, and identify staff training needs.

Lead recruitment, coaching, and staff development.

Ensure all staff understand their Key Performance Indicators and job responsibilities.

Track performance and conduct staff appraisals.

Other Responsibilities

Undertake ad-hoc assignments as required.

Act as alternate key holder for branch vault and self-service terminals.

Organise or participate in corporate social responsibility activities.

Ensure cleanliness, safety, and security of branch premises and self-service areas.

Perform relief duties when required.

Learning & Growth

Participate in projects organised by Head Office.

Attend training on compliance, regulatory matters, product knowledge, and personal development.

Promote teamwork and uphold the organisation’s values.

Identify potential staff for succession planning.

Job Requirements

Bachelor’s Degree in any discipline.

Minimum 5 years of experience in branch operations or retail banking, with supervisory experience.

Strong knowledge of banking operations, regulatory requirements, and consumer banking products.

Strong leadership, coaching, and people management skills.

Good analytical, communication, and interpersonal skills.

Results-driven and able to meet branch performance targets.

Able to manage multiple responsibilities independently.

Affin Bank Berhad (AFFIN BANK) is the financial holding company of Affin Islamic Bank Berhad, Affin Hwang Investment Bank Berhad, and Affin Moneybrokers Sdn Bhd. Generali Life Insurance Malaysia Berhad and Generali Insurance Malaysia Berhad are associate companies of Affin Bank Berhad.

AFFIN BANK provides a suite of financial products and services that is catered to both retail and corporate customers. The target business segments are categorized under key business units such as Community Banking, Enterprise Banking, Corporate Banking and Treasury. As at 17 August 2023, AFFIN BANK has a network of 120 branches in Malaysia.

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.

Affin Bank Berhad (AFFIN BANK) is the financial holding company of Affin Islamic Bank Berhad, Affin Hwang Investment Bank Berhad, and Affin Moneybrokers Sdn Bhd. Generali Life Insurance Malaysia Berhad and Generali Insurance Malaysia Berhad are associate companies of Affin Bank Berbad.

AFFIN BANK provides a suite of financial products and services that is catered to both retail and corporate customers. The target business segments are categorized under key business units such as Community Banking, Enterprise Banking, Corporate Banking and Treasury. As at 17 August 2023, AFFIN BANK has a network of 120 branches in Malaysia.

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.