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Job Summary

We are seeking an experienced banking professional to manage end-to-end branch operations, ensure strong regulatory compliance, and uphold high service standards. This role plays a critical part in safeguarding the branch's operational integrity while supporting business growth through customer engagement, referrals, and cross-selling. The successful candidate will work closely with the Branch Manager to ensure operational excellence, risk discipline, and a consistent customer experience.

Job Responsibilities

Branch Operations & Governance

Manage daily branch operational activities in accordance with internal policies,

Branch Manual, and regulatory requirements

Ensure compliance with BNM regulations, AMLA, FSA/IFSA, PDPA, FATCA, FEA, and

related guidelines

Oversee account opening, customer profile maintenance, and service requests to

ensure accuracy and compliance

Manage cash operations including vault control, ATM/CDT operations, daily

balancing, and reconciliation

Monitor GL entries, error corrections, vouchers, and critical operational reports
Support internal and external audits, ensuring timely resolution of audit findings and

control gaps

Risk Management & Security

Oversee AML transaction monitoring, alerts, and suspicious transaction reporting
Ensure strong internal controls, segregation of duties, and fraud prevention

measures

Manage branch security including CCTV, DVR, alarm systems, security personnel, and

vendor access

Ensure business continuity readiness including backup power supply and facility

maintenance

Customer Experience & Service Quality

Ensure branch service delivery meets agreed service level standards (SLA)
Manage customer complaints and escalations, ensuring timely resolution and quality

outcomes

Promote a professional branch image and customer-centric service culture

Business Support & Revenue Enablement

Support referral and cross-selling of deposits, investment, bancassurance, wealth,

and Takaful products

Contribute towards achievement of branch fee-based income and lead generation

targets

Balance service excellence with business growth and risk discipline

People & Leadership

Supervise branch staff and daily operational workflows
Provide coaching, on-the-job training (SOJT), and performance monitoring
Cascade policies, circulars, and operational updates from Head Office
Act as Relief Branch Manager when required

Operational Risk, Records & Administration

Act as Branch Operational Risk Coordinator
Ensure proper document storage, archival, and record management in line with

policy

Submit operational risk reports including loss data, KRIs, and RCSA within timelines
Monitor renewal of branch contracts, licenses, and service agreements
Support CSR and branch-led community initiatives

Job Requirements

Bachelor's Degree in Banking, Finance, Business Administration, or related discipline
Minimum 5–8 years of experience in retail banking, branch operations, or service

management

Strong exposure to compliance, AMLA, audit, and operational risk management
Prior supervisory or acting managerial experience is an advantage
Good understanding of banking regulations and BNM requirements
Strong knowledge of branch operations, cash management, vault controls, and

ATM/CDT processes

Familiarity with audit processes, operational risk frameworks, and incident reporting
Strong attention to detail and operational discipline
Sound judgment with high risk awareness
Customer-focused with strong complaint management capabilities
Effective communication and stakeholder management skills
Ability to perform under pressure in a regulated environment
High integrity, accountability, and professionalism
Willingness to act as Relief Branch Manager when required
Key holder responsibility for vault and self-service machines
Willingness to support CSR activities and ad-hoc assignments.

Assistant Branch Manager