Day to day Branch Operations and Management related matters;
Any initiatives introduced by the Group, Management, Head Office Division, Department, Sales team and Operations team.
3.2
REPORTS INDIRECTLY TO
BRANCH MANAGER / PB HUB MANAGER
3.3
DIRECT REPORTS
Service & Operations Executive
Service & Operations Officer
Service & Operations Clerk
Non-Clerical
3.4
INDIRECT REPORTS
Nil
4.
JOB PURPOSE
Responsible for the day-to-day operations of the branch including operational efficiency, compliance with all processes and procedures, and as well as ensuring service quality standards in the branch are met in line with the Bank’s strategic objectives.
Support the Branch Manager/PB Hub Manager in driving branch business growth, monitoring asset quality and maintaining service delivery standards.
5.
CONTRIBUTES TO
To ensure branch overheads are managed within budget
To ensure branch deliver excellent customer experience
Service Quality Improvements
Increased productivity, efficiency and accuracy of branch operations
Managing Operational Risk
Increased Customer Loyalty
Increased Customer Base & Deposit Growth
Referrals & Cross-selling
6.
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES (cont’d)
KEY RESPONSIBILITIES (cont’d)
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:
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.
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.
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.
Customer Base & Deposit Growth
Increase average deposit growth for PB/AP/MM customers
CASA/FD/SDB Account Opening
Upgrading of PB/AP customers
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.
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.
NOTE: Job Descriptions are subject to change at the discretion of Group Human Resource and/or the relevant Business Unit/Department as required.
7.
KEY RELATIONS
(INTERNAL & EXTERNAL)
Working Relations
Internal
Various departments and stakeholders in Head Office
Branches
External
Vendors
Customers
Nature of Purpose
Day to Day operational and administrative matters
Operational matters
Cleaning, Security, Procurement
Recruitment, Training & Annual Leave Management
Refurbishment of branch
Sales referrals and Service Quality
Service Standards/Complaint Management
Branch Management
Customer Service
8.
AUTHORITIES
Approval Authority Limit – Authority for handling/processing day-to-day transactions/operations of the branch in accordance to prevailing Approval Authority Matrix
Signatory & system limit (BDS transaction limit and overriding limit).
9.
EXPERIENCE / KNOWLEDGE REQUIRED
Skills
Customer Service / Service Quality
Leadership
Adhering to Principles & Values
Presentation & Communication
Planning / Organization
Delegation / Monitoring / Coaching
Proactive / Initiative
Problem Solving / Decision Making / Analytical Thinking
Job Knowledge
Qualification
A university degree (in relevant discipline) or its equivalent
Banking Diploma or its equivalent
OR
Experience
At least 5 years working/managing branch operations experience from the Financial industry or related industry
Sound knowledge of local guidelines & banking procedures
