Job Description

SummaryThe Assistant Branch Manager (ABM) is responsible for planning, supervising, directing, and controlling all operational matters at the branch in accordance with the Bank\'s policies, standards, procedures, and other requirements.Duties & ResponsibilitiesAs the Alternate Risk Controller (ARC) in the absence of the Branch Manager:Operational Matters:

• Ensure that branch operations comply with the Bank\'s operating policies, standards, procedures, and regulatory requirements.
• Monitor overall daily cash balancing.
• Maintain security controls to protect the branch facility from criminal and fraudulent activities and unnecessary risk or exposure.
• Monitor service and operations performance and provide coaching/guidelines when necessary.
• Monitor the banking hall environment and queue system.
• Manage day-to-day customer servicing effectively and efficiently, including attending to walk-in customers\' inquiries and requests at the Customer Service Counter.
• Handle complaint management, ensuring prompt and effective resolution of customer problems according to the Bank\'s standards.
• Develop the annual operations budget in consultation with the Branch Manager.
• Ensure control of branch expenses.

Customer Service Activities:

• Ensure the branch delivers quality customer service, providing customers with information, and resolving banking issues.
• Collaborate with staff to pleasantly surprise customers, distinguishing the bank from competitors.
• Responsible for service quality and minimizing inquiries by offloading counter requests and transactions by guiding customers to access available self-service channels.

Branch Financial Performance:

• Support the Branch Manager in enhancing the branch\'s financial performance.
• Take charge of Sales operational matters in asset performance, supporting fee-based sales targets, and driving deposit sales targets.

Coaching/Leadership Activities:

• Lead Kaizen initiatives to improve operational efficiency and sustainability.
• Provide direction, guidance, coaching, and counseling to subordinates.
• Offer motivational and corrective feedback to staff in a manner that reinforces the Bank\'s values and fosters ongoing interpersonal communication among staff.

Ensure adherence and compliance with all internal policies/guidelines and external regulatory requirements.Any other duties/assignments as directed/assigned by the superior as per business requirements from time to time.Job Requirements

• Possessing more than 7 years of working experience in banking operations, as well as experience in supervisory or managerial roles.
• Demonstrated strong leadership abilities for managing and motivating a team of branch staff.
• Possessing strong interpersonal skills and a customer-centric approach.
• Effective communication skills, both verbal and written, for conveying information clearly to staff, customers, and upper management. This includes the ability to present ideas, provide feedback, and resolve issues diplomatically.
• Exemplary customer service skills for maintaining positive relationships with customer and ensuring customer satisfaction.
• Proficiency in financial management, including budgeting, forecasting, and financial analysis, to support Branch Manager in overseeing branch performance.

Bank Islam