Service & Operations Manager - Jalan Gaya, Kota Kinabalu

1. Branch Operations Management
    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:
   o Cash handling and teller operations.
   o Transactions reviewing and monitoring to identify any potential AML breaches.
   o Ensuring all approvals are within approval limit and in accordance to Alliance Bank’s policy
   o Approve account opening and ensure process & documentation compliance.
   o Ensuring proper and complete record management of all transactional/sales documents for
   audit and regulatory purposes.
   o Enforcing dual controls and independent checks on security items.
   o 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.
   o 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
2. 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
3. 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:
o Resolving all service-related customer complaints and escalate to relevant higher authorities
for complex/serious complaint cases.
o 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.

 Oversee that Self Service Terminals at branches are performing according to standard set.
 Build and nurture long term and profitable relationships with all customers, including major
depositors and valued customers.
 Support the Branch Manager / PB Hub Manager in ensuring service issues are addressed and
service levels are met.

4. Sales Referral
 Inculcate cross-selling culture among operation staff and encourage to participate actively in
leads/referrals generation.
 Support the Branch Manager / PB Hub Manager in growing the business.
5. Customer Base & Deposit Growth
 Increase average deposit growth for PB/AP/MM customers
 CASA/FD/SDB Account Opening
 Upgrading of PB/AP customers
6. People Management
 Work closely with the Branch Manager/PB Hub Manager to maintain an environment which
promotes success, teamwork and professional growth.
 Conduct formal and periodic informal performance appraisal and perform career planning for
service & operation staff (e.g. recommendation for promotion, training needs, internal transfers,
etc).
 Assist in selecting, hiring and the orientation of branch service & operation staff.
 Conduct regular briefing with the service & operation staff to communicate important information,
ensure resources capacity, check grooming and delegate duties & allocation of resources
effectively.
 Provide training and coaching to the frontline staff on the compliance and operation related areas
to ensure they work in accordance with the established procedure & policies.

 Support in the education of branch staff on delivery of superior service quality by conducting
training and coaching.
 Cascade information and messages effectively to the branch team.
 Responsible for capacity planning for the branch.
7. Others
 To support the Branch Manager/PB Hub Manager in ensuring regulatory compliance, making every
effort to enhance the image of the Bank and representing the Bank in the community. This is to be
read in tandem with incumbent’s job objective.
 Any other assignments as and when required.