Service & Operations Manager

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Alliance Bank Malaysia Berhad in Kuala Lumpur is seeking a Branch Operations professional to oversee day-to-day branch activities, ensure policy adherence, and support cash and teller operations.

The role requires monitoring of transactions for AML risks, maintaining accurate records for audits, and ensuring compliant account openings and record management. You will uphold service quality, risk controls, and regulatory standards across branch operations.

Responsibilities

• Day-to-day branch operations management and adherence to bank guidelines and controls.
• Cash handling and teller operations to support branch transactions.
• Review and monitor transactions to identify potential AML breaches.
• Ensure approvals are within limits and in accordance with Alliance Bank’s policy.
• Approve account openings and ensure process & documentation compliance.
• Maintain proper record management of all transactional/sales documents for audit and regulatory purposes.
• Enforce dual controls and independent checks on security items.
• Monitor General Ledger and Suspense Accounts; ensure timely returns to relevant parties.
• Manage Fixed Assets, Costs and Expenses within the budget.
• Periodically review process effectiveness and propose efficiency improvements.
• Maintain daily process control checklists and escalate issues timely.
• Implement timely corrective actions if audits or inspections require improvements.
• Ensure branch servers, self-service terminals, and security equipment are functional.
• Maintain branch premises and display in alignment with prescribed requirements and standards.
• Oversee Risk & Regulatory Management; ensure compliance with applicable laws and institutional policies.
• Utilize audit/control processes to minimize fraud/operation losses while maintaining customer satisfaction.
• Remain vigilant for AML or fraud red flags and provide operational support to sales staff.

Job description

• Responsible on the day-to-day operations of the branch. Ensuring branch adherence to the guidelines & control governing the processes & operations of the branch. This includes but not limited to:
• Cash handling and teller operations.
• Transactions reviewing and monitoring to identify any potential AML breaches.
• Ensuring all approvals are within approval limit and in accordance to Alliance Bank’s policy
• Approve account opening and ensure process & documentation compliance.
• Ensuring proper and complete record management of all transactional/sales documents for audit and regulatory purposes.
• Enforcing dual controls and independent checks on security items.
• Monitoring all relevant and critical General Ledger accounts and Suspense Accounts to ensure no unaccounted for and long outstanding items and ensuring all returns are submitted timely to the relevant parties.
• Managing Fixed Assets, Cost and Expenses within budget set.
• Carry out periodic reviews of process effectiveness, actively propose opportunities for efficiency or greater ease of use to staff and customers.
• Ensure all daily process control checklists (or similar) are properly maintained and any issues are escalated on a timely manner.
• Responsible for implementing timely corrective actions if the Auditor or Inspection Team reviews determine that certain controls need attention to enhance effectiveness.
• Responsible for making sure server, all self-service terminals, security equipment in the branch are functional
• Ensure the upkeep and maintenance of the branch premises and branch display in accordance with prescribed requirements and standards
• Risk & Regulatory Management
• Ensure branch fully complies with applicable legislation related to business operations (e.g. operation standards, regulations, institutional policies & procedures and local regulations).
• Utilize audit/control process to keep fraud/operation losses at a minimum without affecting sales process and maintaining high levels of customer satisfaction.
• Maintain attentiveness to potential ‘red flag’ issues associated with AML or fraud.
• Provide operational support to sales staff including guiding them on the Bank’s policies and procedures on operational matters
• Service Quality and Relationship Management
• Manage branch service quality and take required actions to manage service standards within the target set for areas such as waiting time and serving time, self-service terminal uptime, ATM out of cash incidences, error corrections, complaint resolution and etc.
• Maintain excellent level of customer service in the branch by:
• Resolving all service-related customer complaints and escalate to relevant higher authorities for complex/serious complaint cases.
• Actively seeking customer feedback on service and acting appropriately on suggestions for improvement.
• Review Key Performance Indicators for gaps, develop and implement necessary action plans for improvement.
• Coordinate successful launch/implementation of branch service campaign and initiatives.