Job Description

Job Category: Sales
: Organisation Structure
Job Title (Y.O.D.A title) * Zone Manager
Entity CIMB Berhad
Division * Consumer Banking MY
Department * Consumer Sales & Distribution
Section * Branch Management
Unit * Regional Director Office
Job location Various locations throughout MY
Job Purpose *
The Zone Manager is responsible for driving business growth, operational excellence, and customer experience across a cluster of branches within an assigned zone. The role ensures effective execution of the bank's retail strategy, manages branch performance, develops people capability, and strengthens market presence to achieve financial and non-financial objectives.
Key Responsibilities *
Business & Sales Growth

• Develop and implement sales strategies to achieve retail banking targets for deposits, loans, wealth management, insurance, and other banking products.
• Monitor zone performance against KPIs and take corrective actions to bridge gaps.
• Drive customer acquisition, retention and cross-selling initiatives.

Branch & Zone Performance Management

• Oversee the operational and service performance of branches within the zone.
• Ensure compliance with regulatory requirements, internal policies, and risk management standards.
• Conduct regular performance reviews with branch managers, providing guidance and support.

People Leadership & Development

• Lead, coach, and mentor Branch Managers to build high-performing teams.
• Identify talent within the zone and support succession planning initiatives.
• Foster a performance-driven and customer-centric culture.

Customer Experience & Service Quality

• Champion initiatives to improves customer satisfaction and service delivery.
• Ensure branches deliver a consistent and superior customer experience.
• Act as an escalation point for complex customr issues within the zone.

Market & Community Engagement

• Strengthen the bank's presence and brand visibility within the assigned zone.
• Build and maintain strong relationships with key customers, businesses, and community stakeholders.
• Provide market intelligence and competitor insights to support strategic decisions.

Key Dimension of Impact *

• Achievement of sales and revenue targets for the zone.
• Growth in customer base and market share.
• Branch compliance and risk management scores.
• Customer satisfaction / Net Promoter Score (NPS)
• Staff engagement, retention, and development metrics.

Job Specification *
Qualifications
(Basic Degree/Diploma etc)

• Bachelor Degree in Business, Marketing, Finance or related field.
• MBA would be an added advantage.

Professional Qualification and/or Regulatory, Licensing requirements
Relevant Work Experience

• Minimum 8-10 years of experience in retail banking, with at least 5 years in a branch/regional leadership role.
• Strong knowledge of retail banking products, operations, and regulatory requirements.
• Proven track record in driving sales and managing multi-branch operations.
• Excellent leadership, communication, and people management skills.
• Strong analytical, problem-solving, and decision-making ability.

Required Competencies and Skills *
Competencies/Skills
(Essential to succeed in this job)

• Strategic Thinking - Ability to anticipate market shifts and translate them into actionable plans.
• Customer-Centric Leadership - Focused on delivering value and experience.
• Analytical Skills - Proficient in interpreting market and customer data to inform decisions.
• Innovation - Ability to design fresh and competitive propositions.
• High integrity, resilience, and adaptability.

Travel Requirements (if any)
Frequency
(Incl typical Destinations and Duration)
As and when required.
Headcount *
No. of Direct Subordinates About 8 to 15 branch managers depending on the zone
No. of Indirect Subordinates
No. of Matrix Subordinates
Total
Subordinates *

Skills Required