If you're looking to excel and make a difference, consider this opportunity.
Key Responsibilities:
- Ensure timely escalation of non-compliance related lapses to relevant parties.
- Approve, review, and audit financial transactions to prevent and detect fraud, errors, or misconduct.
- Carry out Risk and Control Self-Assessment (RCSA) diligently as required.
- Comply with statutory and regulatory requirements to mitigate fraud and manage operational risk.
- Achieve zero operational losses and fraud cases in the branch.
- Maintain good internal and external audit ratings.
- Ensure no long outstanding items in the Branch General Ledger (GL).
- Verify and sign end-of-day reports jointly with the Branch Manager or Officer-in-charge.
- Assume Branch Manager functions as required.
- Contribute to achieving branch Operations Key Results Areas (KRA).
Sales & Service:
- Deliver exceptional customer service to walk-in customers and contribute to expected CSAT scores and Mystery Shopping results.
- Meet clear cross-selling targets for specific products mentioned in the KRA.
- Use iPads/other devices for customer service and cross-selling.
- Support digital transformation initiatives through HL Connect penetration and Over the Counter (OTC) migration.
- Identify and perform Service Ambassador/Navigator roles on a rotational basis.
- Accommodate inter-branch/region relief arrangements to maintain adequate staffing levels.
- Accept relief assignments throughout the branch network as needed.
Other Responsibilities:
- Maintain confidentiality of customers' and Bank's information.
- Keep a clean, organized work area and maintain a professional appearance.
- Attend applicable training sessions, including e-learning and mandatory training.
- Prioritize branch housekeeping activities.
- Plan staff annual leave to ensure uninterrupted customer service and branch operations.
- Perform other duties assigned periodically.
Managerial Responsibilities:
- Oversight of Tellers' and Customer Service Executives' day-to-day activities.
- Training and coaching of subordinates.
- Half-yearly and yearly performance appraisal reviews.
Organizational Responsibilities:
- Deliver expected customer service, cross-selling, customer growth, and operational control and compliance.
Requirements:
- Minimum Degree Holder.
- SPM/STPM with related working experience.
- Related working experience in Financial Institutions or fields (banking operations).
- Experience in team management.
- Service-oriented mindset.
- Knowledge in Banking Operations, BSA, BNM rulings, ABM Rules, FATCA, etc.
- Good interpersonal and communication skills.
- Strong organization and planning skills.
Estimated Salary: RM 80,000 - RM 120,000 per annum.
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