Service & Operations Manager

Alliance Bank; Kuala Lumpur; On-site; MYR 42,000 - 65,000; Full time

Job summary

Alliance Bank Malaysia Berhad in Kuala Lumpur is seeking a Branch Operations professional to oversee daily operations, ensure policy adherence, and support customer service. This role involves cash handling, AML monitoring, and approving account openings with proper documentation.

You will maintain records for audits, ensure compliance, manage assets and security, and support branch staff in delivering efficient, compliant banking services to customers.

Qualifications

• Day-to-day branch operations management.
• Cash handling and teller duties.
• Review transactions for AML breaches.
• Approve account openings with compliant documentation.
• Maintain records for audit and regulatory purposes.
• Enforce dual controls and security checks.
• Monitor GL and suspense accounts for accuracy.
• Manage fixed assets, costs and expenses within budget.
• Suggest process improvements for efficiency.
• Maintain daily process control checklists and escalate issues.
• Take timely corrective actions after audits.
• Ensure branch premises, servers, and security equipment function.
• Ensure compliance with applicable laws and policies.
• Support sales staff with policy guidance.
• Maintain high service quality and customer satisfaction.
• Review KPIs and implement improvement actions.
• Coordinate branch service campaigns.

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

9d ago , from Alliance Bank Malaysia Berhad

• 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 elevate 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.