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Job Summary
The Branch Manager is responsible for leading and overseeing overall branch operations to ensure sustainable business growth, operational excellence, regulatory compliance, and superior customer experience. The role is accountable for achieving branch sales targets, optimizing profitability, managing costs, mitigating risks, and driving high performance through effective people leadership and operational governance.
Job Responsibilities
- Financial Management
- Drive and achieve overall Branch Sales Targets including:
- Deposits
- Investments
- Loans (ASBF, Smart Money & Education Loan)
- Bancassurance & Banca Takaful
- Credit Cards
- Business Referrals
- Implement proactive measures to prevent fraud and financial losses (internal and external).
- Monitor and control branch operating expenses in line with approved budget.
- Drive cross-selling initiatives and revenue optimization strategies.
- Operational & Process Governance
- Ensure all staff discharge duties in compliance with:
- Branch Manual
- BNM Guidelines and other regulatory/statutory requirements
- Internal control processes and procedures
- Ensure satisfactory audit ratings and timely closure of audit findings.
- Monitor accurate and timely submission of all required reports.
- Act as:
- BCM Coordinator (including Business Continuity Plan & Call Tree exercises)
- BUCO Representative (Business Compliance Officer)
- Complaint Liaison Officer (CLO)
- Branch OSHA Coordinator
- Conduct regular coaching to ensure compliance with regulatory and non-regulatory requirements.
- Customer Experience & Service Excellence
- Ensure efficient service delivery in accordance with SLA standards.
- Ensure timely response to customer enquiries and CCQs.
- Resolve customer complaints within stipulated SLA timelines.
- Ensure accuracy and professionalism in service delivery.
- Foster a customer-centric culture within the branch.
- People Management & Leadership
- Manage branch manpower planning including:
- Annual leave planning
- Attendance monitoring
- Conducting regular branch meetings
- Lead recruitment efforts and workforce planning.
- Provide ongoing coaching, training, and performance guidance.
- Identify staff training needs and support capability development.
- Ensure all staff understand their KPIs and job responsibilities.
- Track productivity and performance at all levels, including conducting staff appraisals.
- Identify and develop potential talents for succession planning.
- Other Responsibilities
- Undertake ad-hoc assignments as directed by Management.
- Act as Alternate Key Holder for Vault & Self-Service Terminal (SST).
- Organize or participate in CSR activities within the branch community.
- Ensure cleanliness, safety, and security of the branch premises and SSL area.
- Perform relief duties in the absence of the Assistant Branch Manager (ABM).
- Learning & Growth
- Participate in special projects organized by Head Office.
- Attend mandatory training on compliance, regulatory updates, product knowledge, customer service, and leadership development.
- Embed and uphold AFFINBANK's DNA and teamwork culture within the branch.
- Drive continuous improvement initiatives to enhance branch performance.
Job Requirements
- Bachelor's Degree in Business Administration, Finance, Banking, or related discipline.
- Minimum 5–8 years of experience in branch banking, with at least 2–3 years in a leadership or supervisory role.
- Strong track record in achieving sales targets and managing branch performance.
- Sound knowledge of banking operations, credit assessment, compliance, and regulatory requirements (BNM guidelines).
- Strong leadership and people management skills.
- Good analytical, problem-solving, and decision-making capabilities.
- Excellent communication and interpersonal skills.
- High integrity with strong risk awareness and compliance mindset.
- Ability to manage multiple priorities in a fast-paced environment.
