Senior Branch Manager

Alliance Bank Malaysia Berhad; Paloh; On-site; MYR 80,000 - 110,000; Full time

Job summary

A prominent bank in Malaysia is looking for an experienced Branch Manager to lead its sales team in achieving targets. The ideal candidate will have 5-8 years of experience in branch management within the financial industry and must excel in customer service, staff leadership, and sales governance. Responsibilities include overseeing sales activities, ensuring high-quality customer experiences, and maintaining operations in compliance with bank policies. Competitive salary and benefits offered.

Qualifications

• Minimum 5-8 years of experience managing branches in the financial industry.
• Proven history of leading a sales and service team.
• Strong understanding of customer service quality standards.

Responsibilities

• Lead and manage branch sales based on allocated targets.
• Ensure excellent customer experience and service quality compliance.
• Drive and coach sales team for optimal performance.

Skills

Customer Service

Leadership

Time Management

Communication

Problem Solving

Flexibility to Change

Education

University degree in relevant disciplines

Qualified Financial Planner – CFP

Job description

Job Description

JOB TITLE

BRANCH MANAGER

GRADE: G – E02

(AVP2 – VP2)

NAME

JOB TITLE

FOR

REPORTS DIRECT TO

CLUSTER SALES HEAD
Branch Management
Branch Sales
Customer Service

REPORTS INDIRECTLY TO

REGIONAL HEAD

DIRECT REPORTS

• ASSOCIATE CUSTOMER RELATIONSHIP MANAGER
• CUSTOMER RELATIONSHIP MANAGER
• SENIOR CUSTOMER RELATIONSHIP MANAGER
• Branch Sales / Revenue
• Customer Service
• Cross‑selling
• Up‑selling

INDIRECT REPORTS

Job Purpose

• Lead, manage and drive branch sales based on allocated targets.
• Responsible for the overall customer experience in the branch, ensuring consistency and sales compliance with service quality standards.
• Coaches and motivates the team to maximize team performance.

KEY RESPONSIBI LI...

• 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.
• Sales Management
• To manage the team to deliver optimal performance by motivating, coaching and counseling.
• Conducting sales campaign briefing 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 Advanced and deliver exceptional customer experience.
• To resolve customer related issues in a 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 sales management of the branch.
• Ensures effective utilization of staff to drive revenue and budget assigned to branch.
• 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.

KEY RESPONSIBILITIES (cont’d)

• Branch Management
• Assumes full responsibility for efficient and effective sales management of the Branch by ensuring sales compliance to banking guidelines, sales procedures and instructions of Head Office.
• Provides feedback to immediate superior on business and industry trends for the room 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_binary targets.
• Establishes good rapport and seeks out business opportunities with prospective and existing customers to increase the customer base of the branch.
• Ensure good customer service at all times at branch.
• 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 for sales activation.
• 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 enthousias ->etc.-> (omitted for brevity)
• 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 Mission.
• Maintains staff discipline, relations and industrial harmony in the Branch.
ecute>,
• Other Duties
• Performs any other duties as assigned by Management from time to time.

KEY RELATIONS

Working Relations

(INTERNAL & EXTERNAL)

Regular Contacts

Nature of Purpose

Internal

External

• Customers
• Vendors
• Business Partners

Contributes To

• Meeting the Branch assigned targets
• Maintaining and exceeding Banks Service Standards
<(obviously continue) etc. -> omitted for brevity

AUTHORITIES

As assigned

ذهبskills

EXPERIENCE/KNOWLEDGE REQUIRED

• Customer Service / Service Quality
• Time Management
• Flexibility to Change
• Leadership
• Communication
• Planning / Organization
• Delegation / Monitoring / Coaching
• Proactive / Initiative
• Problem Solving / Decision Making / Analytical Thinking

EXPERIENCE/KNOWLEDGE REQUIRED (cont’d)

• A university degree (in relevant disciplines) or its equivalent
• Qualified Financial Planner – CFP (added advantage)
• Certified – PCE, FIMM, CEILI

Experience

• At least 5-8 years working/managing of branches from the Financial industry
• Leading a team of sales and service

APPROVAL PROCESS

SIGNED

DATE

JOB HOLDER

IMMEDIATE SUPERIOR

CLUSTER SALES HEAD

DEPT HEAD

REGIONAL HEAD