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.

Responsible for managing daily branch operations, driving branch sales, ensuring compliance with regulatory and internal requirements, delivering efficient customer service, and overseeing staff performance and development.

Job Accountabilities

Financial

• Achieve branch sales targets for deposits, investments, loans, bancassurance and takaful products, credit cards, and business referrals.
• Prevent internal and external fraud and minimise financial losses.
• Control and manage branch operating costs within the approved budget.

Process

• Ensure staff comply with the Branch Manual, regulatory guidelines, and internal processes.
• Achieve satisfactory audit ratings and close audit findings within the required timeline.
• Ensure timely submission of branch reports.
• Serve as Business Continuity Management Coordinator and conduct Business Continuity Plan and Call Tree exercises.
• Act as Business Compliance Officer Representative.
• Serve as Complaint Liaison Officer and Occupational Safety and Health Coordinator.
• Conduct coaching to ensure compliance with regulatory and non-regulatory requirements.

Customer

• Ensure customer service meets the Service Level Agreement.
• Ensure timely responses to customer enquiries and Customer Care Queue.
• Resolve customer complaints within the Service Level Agreement.
• Ensure accuracy in all service delivery.

People

• Manage staff attendance, leave planning, and branch meetings.
• Provide training, briefings, and identify staff training needs.
• Lead recruitment, coaching, and staff development.
• Ensure all staff understand their Key Performance Indicators and job responsibilities.
• Track performance and conduct staff appraisals.

Other Responsibilities

• Undertake ad-hoc assignments as required.
• Act as alternate key holder for branch vault and self-service terminals.
• Organise or participate in corporate social responsibility activities.
• Ensure cleanliness, safety, and security of branch premises and self-service areas.
• Perform relief duties when required.

Learning & Growth

• Participate in projects organised by Head Office.
• Attend training on compliance, regulatory matters, product knowledge, and personal development.
• Promote teamwork and uphold the organisation’s values.
• Identify potential staff for succession planning.

Job Requirements

• Bachelor’s Degree in any discipline.
• Minimum 5 years of experience in branch operations or retail banking, with supervisory experience.
• Strong knowledge of banking operations, regulatory requirements, and consumer banking products.
• Strong leadership, coaching, and people management skills.
• Good analytical, communication, and interpersonal skills.
• Results-driven and able to meet branch performance targets.
• Able to manage multiple responsibilities independently.