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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, andrelated guidelines
Oversee account opening, customer profile maintenance, and service requests toensure accuracy and compliance
Manage cash operations including vault control, ATM/CDT operations, dailybalancing, and reconciliation
Monitor GL entries, error corrections, vouchers, and critical operational reportsSupport internal and external audits, ensuring timely resolution of audit findings andcontrol gaps
Risk Management & Security
Oversee AML transaction monitoring, alerts, and suspicious transaction reportingEnsure strong internal controls, segregation of duties, and fraud preventionmeasures
Manage branch security including CCTV, DVR, alarm systems, security personnel, andvendor access
Ensure business continuity readiness including backup power supply and facilitymaintenance
Customer Experience & Service Quality
Ensure branch service delivery meets agreed service level standards (SLA)Manage customer complaints and escalations, ensuring timely resolution and qualityoutcomes
Promote a professional branch image and customer-centric service cultureBusiness 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 generationtargets
Balance service excellence with business growth and risk disciplinePeople & Leadership
Supervise branch staff and daily operational workflowsProvide coaching, on-the-job training (SOJT), and performance monitoringCascade policies, circulars, and operational updates from Head OfficeAct as Relief Branch Manager when requiredOperational Risk, Records & Administration
Act as Branch Operational Risk CoordinatorEnsure proper document storage, archival, and record management in line withpolicy
Submit operational risk reports including loss data, KRIs, and RCSA within timelinesMonitor renewal of branch contracts, licenses, and service agreementsSupport CSR and branch-led community initiativesJob Requirements:
Bachelor’s Degree in Banking, Finance, Business Administration, or related disciplineMinimum 5–8 years of experience in retail banking, branch operations, or servicemanagement
Strong exposure to compliance, AMLA, audit, and operational risk managementPrior supervisory or acting managerial experience is an advantageGood understanding of banking regulations and BNM requirementsStrong knowledge of branch operations, cash management, vault controls, andATM/CDT processes
Familiarity with audit processes, operational risk frameworks, and incident reportingStrong attention to detail and operational disciplineSound judgment with high risk awarenessCustomer-focused with strong complaint management capabilitiesEffective communication and stakeholder management skillsAbility to perform under pressure in a regulated environmentHigh integrity, accountability, and professionalismWillingness to act as Relief Branch Manager when requiredKey holder responsibility for vault and self-service machinesWillingness to support CSR activities and ad-hoc assignments.