Branch Service and Operations Manager (Bintulu)

Branch Service and Operations Manager (Bintulu)

The Service and Operations Manager role is responsible for the day-to-day operations of the branch including operational efficiency, compliance with all processes and procedures, and ensuring service quality standards in the branch are met in line with the Bank’s strategic objectives. This role also supports the Branch Manager in driving branch business growth, monitoring asset quality, and maintaining service delivery standards.

This is a people management role, and experience in team leadership is essential for the success of this position.

Job Highlights

The Service and Operations Manager role is responsible for the day-to-day operations of the branch including operational efficiency, compliance with all processes and procedures, and ensuring service quality standards in the branch are met in line with the Bank’s strategic objectives. This role also supports the Branch Manager in driving branch business growth, monitoring asset quality, and maintaining service delivery standards.

Job Description

1. Branch Operations Management
   • Responsible for the day-to-day operations of the branch, ensuring adherence to guidelines and controls governing the processes and operations.
   • Carry out periodic reviews of process effectiveness and propose opportunities for efficiency or greater ease of use to staff and customers.
   • Ensure all daily process control checklists are properly maintained and any issues are escalated in a timely manner.
   • Implement timely corrective actions if the Auditor or Inspection Team identifies controls needing attention.
   • Ensure all servers, self-service terminals, and security equipment in the branch are functional.
   • Maintain the upkeep and maintenance of the branch premises and displays according to prescribed standards.
2. Risk & Regulatory Management
   • Ensure full compliance with applicable legislation related to business operations, including operational standards and local regulations.
   • Utilize audit/control processes to minimize fraud/operation losses without affecting sales processes.
   • Maintain attentiveness to potential ‘red flag’ issues associated with AML or fraud.
   • Provide operational support to sales staff, guiding them on the Bank’s policies and procedures.
3. Service Quality and Relationship Management
   • Manage branch service quality and take necessary actions to meet service standards for waiting times, serving times, and complaint resolutions.
   • Review Key Performance Indicators for gaps and develop action plans for improvement.
4. Sales Referral
   • Encourage a cross-selling culture among operation staff and participation in leads/referrals generation.

Job Requirement

• Minimum 10 years of banking branch operations experience, with at least 5 years in a managerial capacity.
• Well-versed with local banking guidelines, procedures, and regulations.
• Degree or diploma holder from any relevant background.
• Excellent customer service skills.
• Experience in leading a team.
• Willing to be based in Bintulu.