Job description
Create the future with Affin! You too can make a difference. We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. You too can make a difference.
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.