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.