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Branch Manager (Taman Molek)
OCBCJohorMalaysia, Johor, Malaysia18 hours ago
Job descriptionDevelop and execute sales plans for the Consumer Financial Services (CFS), Emerging Business (EmB) and Commercial Bank (CmB) businesses to achieve sales and productivity targets. Develop and improve the skills, knowledge and competencies of all branch staff. Facilitate business discussions / strategic planning with the branch head of departments to identify opportunities in the market to grow market share. Drive cross selling / cross referrals among all staff in the branch to broaden / deepen customer wallet share. Provide local market intelligence on competitors’ plans and product offerings to the business divisions. Responsible for holistic staff management, including hiring of branch head of departments and staff. Maximise the branch’s franchise value through holistic servicing of customers’ individual and business needs via active referrals across business units. Ensure alignment with regional business unit verticals, in collaboration with branch head of departments. Serve as person‑in‑charge for the branch’s top customers across business units. Enhance teamwork to ensure a strong customer experience for all customers. Meeting CSAT score requirements Handling customer complaints and compliments Management of customers’ service request Lead in the management of branch security, shared services, premise maintenance and staff safety and health requirements. Achieve branch digital migration targets a. Review and implement effectiveness of controls across all teams. Quality review & coaching program. Frequent spot checks on compliance to SOP. Proactively identify gaps in processes. b. Awareness programs. Cultivate psychological safety to foster safe and team camaraderie for staff to speak up. Encourage behaviour that improves customer outcomes. Annual integrity or LIFRR pledge by all staff. c. Surveillance. Collaborate with Divisional / Head Office compliance teams and leverage on their surveillance monitoring. Be the key liaison actively engaging with local authorities and regulators, business / trade associations, as well as other local community leaders. Propose activities to enhance to promote and enhance the Bank’s image in the local community. Propose Corporate Social Responsibility (CSR) activities involving all branch staff. Possess degree in any discipline from an accredited university or colleges. Minimum 10 years’ frontline experience; priority is given to those with branch related experience preferably in business banking, branch operations / consumer business, with at least 5 years leadership experience and managing teams. Possess strong leadership and people management skills in building and developing a team of staff to achieve business and service requirements. Possess pleasant personality and able to command respect from peers and subordinates. Good interpersonal and collaborations attributes with ability to build working relationships across the various vertical teams. Good attributes and possess good networking and community outreach. Ability to work with uncertainties and challenges in a fast‑changing environment.
Responsibilities
1. Oversee the branch’s total financial strength, including overall growth of key revenue drivers.
- Develop and execute plans to achieve targets for total income, operating expenses, operating profits and pretax profits.
- Grow the branch’s loans and deposits base.
- Grow the branch’s customer base.
2. Enhance branch’s overall franchise value through strategic business development across business units to deliver strong and sustainable growth.
3. Provide strong leadership to the branch staff, fostering a positive work environment by promoting teamwork and collaboration. Ensure service excellence in addressing enquiries, resolving complaints, and maintaining high customer satisfaction levels overall.
Compliance and Conduct
4. Accountable for all branch staff’s professional conduct with Branch Operations as the anchor of compliance in the branch.
Effective maker‑checker process in place.
Enforce the highest standard of service quality, integrity and behaviours.
On the ground surveillance / staff behavioural checks and escalation.
Stakeholder Engagement
5. Building and managing relationships with key stakeholders within local communities, including valued customers, government agencies, and regulators.
Qualifications
The role reports into the Head of Branch Channel & Network.
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Branch Manager • JohorMalaysia, Johor, Malaysia
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