Description
Deliver Branch Financial Performance
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
Deliver Branch Sales Performance
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 CFS, EmB and 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
Enhance Collaboration And Teamwork To Deliver Superior Customer Experience
- 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
ii. Handling customer complaints and compliments
iii. 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
Ensure a strong culture and conduct among all branch staff
- Accountable for all branch staff's professional conduct with Branch Operations as the anchor of compliance in the branch.
- Review and implement effectiveness of controls across all teams
- 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
- Awareness programs
- Enforce the highest standard of service quality, integrity and behaviors
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
- Surveillance
- On the ground surveillance/staff behavioural checks and escalation
- Collaborate with Divisional/Head Office compliance teams and leverage on their surveillance monitoring
Represent the Bank in the local community
- 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 CSR activities involving all branch staff
Requirement
Job Qualifications
- Possess degree in any discipline from an accredited university / 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 Banking.
Primary Location
Malaysia-Kuala Lumpur-Kuala Lumpur
Job
Business Transformation
Organization
MAL CHMN/CEO - Strategy & Transformation Office
Schedule
Permanent
Full-time
Job Posting
20-Nov-2024, 2:26:51 PM
