Responsibilities:

1. Oversee the branch's total financial strength, including overall growth of key revenue drivers

Develop and execute plans to achieve targets for total income, operating expenses, operating profits and pretax profits
Grow the branch's loans and deposits base
Grow the branch's customer base

2. Enhance branch's overall franchise value through strategic business development across business units to deliver strong and sustainable growth

Develop and execute sales plans for the Consumer Financial Services (CFS), Emerging Business (EmB) and Commercial Bank (CmB) businesses to achieve sales and productivity targets
Develop and improve the skills, knowledge and competencies of all branch staff
Facilitate business discussions/strategic planning with the branch head of departments to identify opportunities in the market to grow market share
Drive cross selling / cross-referrals among all staff in the branch to broaden / deepen customer wallet share
Provide local market intelligence on competitors plans and product offerings to the business divisions

3. Provide strong leadership to the branch staff, fostering a positive work environment by promoting teamwork and collaboration. Ensure service excellence in addressing enquiries, resolving complaints, and maintaining high customer satisfaction levels overall.

Responsible for holistic staff management, including hiring of branch head of departments and staff.
Maximise the branch's franchise value through holistic servicing of customers individual and business needs via active referrals across business units
Ensure alignment with regional business unit verticals, in collaboration with branch head of departments
Serve as person-in-charge for the branch's top customers across business units
Enhance teamwork to ensure a strong customer experience for all customers

- Meeting CSAT score requirements

- Handling customer complaints and compliments

- Management of customers service request

Lead in the management of branch security, shared services, premise maintenance and staff safety and health requirements

- Achieve branch digital migration targets

4. Accountable for all branch staff's professional conduct with Branch Operations as the anchor of compliance in the branch.

a. Review and implement effectiveness of controls across all teams

i. effective maker checker process in place

ii. quality review & coaching program

iii. frequent spot checks on compliance to SOP

iv. proactively identify gaps in processes

b. Awareness programs

i. Enforce the highest standard of service quality, integrity and behaviours

ii. Cultivate phycological safety to foster safe and team camaraderie for staff to speak up

iii. Encourage behaviour that improves customer outcomes

iv. Annual integrity or LIFRR pledge by all staff

c. Surveillance

i. On the ground surveillance/staff behavioural checks and escalation

ii. Collaborate with Divisional/Head Office compliance teams and leverage on their

surveillance monitoring

5. Building and managing relationships with key stakeholders within local communities, including valued customers, government agencies, and regulators.

Be the key liaison actively engaging with local authorities and regulators, business / trade associations, as well as other local community leaders
Propose activities to enhance to promote and enhance the Bank's image in the local community
Propose Corporate Social Responsibility (CSR) activities involving all branch staff

Requirement:

Possess degree in any discipline from an accredited university or colleges
Minimum 10 years frontline experience; priority is given to those with branch related experience preferably in business banking, branch operations / consumer business, with at least 5 years leadership experience and managing teams
Possess strong leadership and people management skills in building and developing a team of staff to achieve business and service requirements.
Possess pleasant personality and able to command respect from peers and subordinates
Good interpersonal and collaborations attributes with ability to build working relationships across the various vertical teams.
Good attributes and possess good networking and community outreach
Ability to work with uncertainties and challenges in a fast-changing environment.

The role reports into the Head of Branch Channel & Network.

Branch Manager (Puchong)

Branch Manager