Senior Manager / Manager for Channel Operations Division

Overview

Summary Manage regulatory reporting and track key operational KPIs (including usage, uptime, and performance across all channels under Channel Operations), while overseeing cost and budget monitoring, GL tracking, and extracting operational data to support data-driven decision-making. Lead a team of data analytics experts responsible for accurate data collection, processing, modelling, and analysis, ensuring all reporting deliverables (regulatory, management, and internal) are completed accurately and within the agreed SLAs. Key Performance Areas

Statistical Reporting

Serve as CASA Statistical Officer, ensuring accuracy, integrity, and timeliness of submissions to regulators (e.g., BNM).

Provide operational data insights to support management decision-making.

Oversee all regulatory, management, and internal statistical reporting to ensure timeliness and accuracy.

Guide the team in preparing data analysis and delivering insights to support other business units as required.

Ensure adherence to service level agreements (SLAs) for all reports.

Operational Management

Oversee the department's overall day-to-day management and operations.

Manage GL tracking, cost monitoring, and budget utilization to ensure accuracy and control.

Prepare, review, and update the division's annual budget, ensuring timely submission.

Assist in the development and monitoring of the Division's Business Plan and Budget.

Drive cost containment initiatives and provide reporting on financial efficiency.

Strengthen governance through transparent tracking of resources and expenditures.

Monitor sufficiency, readiness, and replenishment of IT devices across branches (e.g., biometric devices, pinpads, digital signature devices, Tally printers).

Address daily administrative and operational needs of the department

Project & Change Management

Act as Secretariat for the Network Expansion Committee (NEC), including agenda setting, documentation, deliberations, and follow-up on strategic decisions.

Coordinate the Bank's network distribution strategy, covering branch openings, relocations, closures, Ar-Rahnu rationalization, counter optimization, Premier Wealth Centre (PWC) initiatives, and sustainability / ESG projects (e.g., Green Branch).

Review business proposals, assess layouts and space optimization, evaluate feasibility, ensure regulatory compliance, and monitor project progress to enhance branch efficiency and customer experience.

Oversee team involvement in developing new or updated business requirements for system / process enhancements.

Ensure team participation in user acceptance testing (UAT) and post-implementation reviews as required.

Human Development / People Management

Coach and guide subordinates in their roles, responsibilities, and skills.

Identify training needs across Channel Operations in collaboration with stakeholders, ensuring alignment with regulatory and internal requirements.

Foster a positive, high-performance team environment.

Oversee HR-related requirements including resourcing, staff movement, PMD, talent development, and succession planning.

Lead the design and delivery of training programs for branch operations staff (onboarding, refresher, system / process enhancements).

Monitor training effectiveness through evaluation frameworks, performance tracking, and reporting.

Ensure subordinates fulfill mandatory learning requirements and e-courses set by Group Human Resource, ORMD, Shariah, and Compliance.

Risk, Control & Governance

Serve as Risk Controller for the department, including support for Business Continuity Management.

Ensure full adherence to internal policies, guidelines, and external regulatory requirements.

Oversee implementation of risk control tools and monitor compliance with the Operational Risk Management Framework to minimize Gross Potential Loss.

Ensure compliance with parameters set by Risk Management, Shariah, Compliance, auditors (internal and external), and regulators.

Enforce compliance with all SLAs.

Others

Carry out any other assignments as directed by the Head, ensuring timely and quality delivery.

Acknowledge and enforce awareness that non-compliance with regulators or internal procedures may result in penalties or reprimands.

Years of Experience

More than 10 years' experience in banking industry (preferably in electronic channels as well as branch networks)

Specific Skills / Knowledge and Certification Required

Strong leadership skills with high commitment and passion for success and excellence

Excellent communication and interpersonal skills with good business acumen

Innovative, assertive, highly independent, committed, resourceful and result-oriented

Strong analytical skills with great attention to details

Possess good problem solving and decision-making skills

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