Assistant Branch Manager

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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.