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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.