Manager, Branch Operations & Service Improvement

gradmalaysia.com; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A financial organization in Kuala Lumpur is seeking a Manager for Branch Operations & Service Improvement. This role involves planning and implementing SOPs for efficiency, leading training frameworks, and ensuring customer service standards. The ideal candidate has a diploma or degree, at least 3 years of experience in the banking or financial industry, and strong management and communication skills. This position offers a dynamic work environment focused on continual improvement.

Qualifications

• Minimum 3 years working experience in Banking/Financial Industry.
• Experience in Branch Development functions and activities.
• Understanding of managerial accounting.

Responsibilities

• Plan, implement, and monitor SOP and guideline for operational efficiency.
• Act as main PIC in Customer Satisfaction Survey to improve customer experience.
• Explore technology for process improvement in branch operations.
• Set up training framework and plan yearly training.
• Lead branches to meet customer service standards.

Skills

Management skills

Communication skills

Analytical skills

People management

Education

Diploma or Degree

Job description

Manager, Branch Operations & Service Improvement

• To plan, organise, implement, monitor and analysis all SOP and Guideline for operational matter for continual improvement on its efficiency.
• Act as the main PIC in Customer Satisfaction Survey & Mystery Shopper Program to improve the overall customer experience.
• To explore latest technology for branch operation cost & process improvement
• Setting up the overall region training framework and plan yearly training to achieve the company objective in improving customer service level and sales performance.
• Act as the main PIC and work closely with HRG Training Unit & External trainer to set the right program and continuous review on its training effectiveness
• Adopt e-learning approach and e-assessment to effectively improved in term of product knowledge, SOP and guideline.
• Lead Branches to achieve customer service standards in accordance to the company vision, mission and direction
• Plan, propose, implement and coordinate on system development and enhancement.
• Build good relationship between the departments and other Company's Business Partners
• Manage, review and take corrective action as per PDCA
• Train and supervise subordinate on operation and training task
• Report on branch performance on customer service.

Job requirements

• Diploma or Degree with minimum 3 years working experience preferably in Banking/Financial Industry
• Expose in Branch Development functions and activities
• Good management, communication and analytical skills
• Understanding on managerial accounting and good in people management skill