The Service and Operations Manager role is responsible for the day-to-day operations of the branch including operational efficiency, compliance with all processes and procedures, and as well as ensuring service quality standards in the branch are met in line with the Bank’s strategic objectives. On top of that, this role also supports the Branch Manager in driving branch business growth, monitoring asset quality and maintaining service delivery standards.
This is also a people managers role and experience in team leadership is essential for the success of the this role.

Branch Operations Management

Responsible on the day-to-day operations of the branch. Ensuring branch adherence to the guidelines & control governing the processes & operations of the branch.
Carry out periodic reviews of process effectiveness, actively propose opportunities for efficiency or greater ease of use to staff and customers.
Ensure all daily process control checklists (or similar) are properly maintained and any issues are escalated on a timely manner.
Responsible for implementing timely corrective actions if the Auditor or Inspection Team reviews determine that certain controls need attention to enhance effectiveness.
Responsible for making sure server, all self service terminals, security equipment in the branch are functional
Ensure the upkeep and maintenance of the branch premises and branch display in accordance with prescribed requirements and standards

Risk & Regulatory Management

Ensure branch fully complies with applicable legislation related to business operations (e.g. operation standards, regulations, institutional policies & procedures and local regulations).
Utilize audit/control process to keep fraud/operation losses at a minimum without affecting sales process and maintaining high levels of customer satisfaction.
Maintain attentiveness to potential ‘red flag’ issues associated with AML or fraud.
Provide operational support to sales staff including guiding them on the Bank’s policies and procedures on operational matters

Service Quality and Relationship Management

Manage branch service quality and take required actions to manage service standards within the target set for areas such as waiting time and serving time, self-service terminal uptime, ATM out of cash incidences, error corrections, complaint resolution and etc
Review Key Performance Indicators for gaps, develop and implement necessary action plans for improvement
Inculcate cross-selling culture among operation staff and encourage to participate actively in leads/referrals generation

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Service and Operations Manager (Tawau Branch)