Senior Branch Manager

Alliance Bank; Johor; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading financial institution in Malaysia is seeking a Branch Manager to oversee all operations and lead the team towards excellence. The role requires ensuring exceptional customer service, managing branch efficiency, and driving sales performance. The ideal candidate will create a positive service culture while maintaining compliance with banking standards. A background in customer management and effective team leadership is essential for success in this role.

Qualifications

• Capable of leading and managing a branch effectively.
• Strong background in customer relationship management.
• Ability to coach and motivate a sales team.

Responsibilities

• Plan, organize, direct and control branch operations.
• Ensure compliance with service quality standards.
• Conduct sales training for team updates and effectiveness.
• Manage team performance through coaching.

Skills

Leadership

Customer Service Management

Sales Training

Team Performance Management

Operational Efficiency

Job description

• 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.

KEY RESPONSIBILITIES

• 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 elevate 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.