Job Purpose

Support daily branch operations, ensure compliance with policies and regulations, deliver quality customer service, and contribute to branch sales through referrals and cross‑selling.

Key Responsibilities

1. Financial

• Support referrals and cross‑selling for deposits, investments, bancassurance/banca takaful, and wealth products.
• Prevent operational fraud and losses.
• Monitor and control branch operating expenses.
• Achieve assigned transactional and lead‑generation fee income targets.

2. Operations & Compliance

• Handle account opening, customer enquiries, and customer information updates in line with procedures.
• Comply with all regulatory requirements (FSA/IFSA, PDPA, FEA, FATCA, AMLA, CDD/ECDD).
• Act as main custodian for the vault, ATM, and cash machines, including daily balancing and reconciliation.
• Monitor ATM operations, cash levels, discrepancies, and security items.
• Review and validate daily vouchers, error corrections, GL entries, and critical reports.
• Process In-Cheques/OCS cheques according to guidelines.
• Maintain branch assets, equipment, and physical environment.
• Ensure backup power supply and security systems are functional.
• Submit all required reports accurately and on time, including loss data, KRI, and RCSA.
• Report suspicious transactions and operational lapses within deadlines.

3. Security & Asset Management

• Monitor CCTV, DVR, alarm systems, and security personnel.
• Verify vendor access to branch premises.
• Maintain orderly and secure storage of documents and stationery.
• Conduct semi-annual physical checks on fixed assets and recommend disposals when necessary.
• Manage archival processes according to retention requirements.

4. Customer Service

• Deliver efficient and accurate service within SLA.
• Resolve customer complaints promptly.
• Manage Safe Deposit Box operations.
• Ensure CIF data accuracy.
• Process requests such as cheque book issuance, CASA maintenance, audit confirmations, and other service-related tasks.

5. People & Branch Support

• Assist with staff scheduling, attendance, and branch meetings.
• Support staff training, coaching, and performance development.
• Promote teamwork and uphold the Bank’s service culture.
• Participate in CSR activities.

6. Additional Duties

• Perform relief duties for ABM/BM when required.
• Manage the vault and self-service machines as main holder.
• Undertake ad-hoc tasks and branch initiatives.
• Attend relevant training to support compliance, service quality, and professional development.