Senior Branch Manager

Alliance Bank Malaysia BerhadJob Description JOB TITLE BRANCH MANAGER GRADE : G – E02 (AVP2 – VP2) NAME REPORTING RELATIONSHIPSJOB TITLEFOR3.1REPORTS DIRECT TO CLUSTER SALES HEADBranch ManagementBranch SalesCustomer Service3.2REPORTS INDIRECTLY TO REGIONAL HEAD3.3DIRECT REPORTS ASSOCIATE CUSTOMER RELATIONSHIP MANAGERCUSTOMER RELATIONSHIP MANAGERSENIOR CUSTOMER RELATIONSHIP MANAGERBranch Sales / RevenueCustomer ServiceCross-sellingUp-selling3.4INDIRECT REPORTSJob PurposeLead, manage and drive branch sales based on allocated targets.Responsible for the overall customer experience in the branch, ensuring consistency and sales compliance with service quality standards.Coaches and motivates the team to maximize team performance. KEY RESPONSIBIITIESAuthorityAuthority to act on behalf of the Bank in accordance with operational instructions, authorized signature book of the Bank, discretionary powers and instructions issued by Head Office from time to time.Enforces discipline in the Branch for efficiency, staff morale and promotion of the good image of the Bank.Sales ManagementTo manage the team to deliver optimal performance by motivating, coaching and counseling.Conducting sales campaign briefing to ensure sales team is updated on latest product information and sales effectiveness techniques.Service Quality & Customer Relationship ManagementTo drive the branch team to meet Internal Service Standards and deliver exceptional customer experience.To resolve customer related issues on timely manner and escalate all critical or unresolved issues to immediate superior. To build and maintain long term and profitable relationships with customers.Standard of PerformanceEnsures efficiency and effectiveness in sales management of the branch.Ensures effective utilization of staff to drive revenue and budget assigned to branch.Projects and promotes a positive service culture and maintains a good image of the Bank by adhering to all quality service standards set by the Bank and through active listening to the voice of the customer.KEY RESPONSIBILITIES (cont’d)Branch ManagementAssumes full responsibility for efficient and effective sales management of the Branch by ensuring sales compliance to banking guidelines, sales procedures and instructions of Head Office.Provides feedback to immediate superior on business and industry trends for the formulation and implementation of effective action/business plans and marketing strategies including sales, promotion and cross-selling of the Bank's various products and services to ensure business growth and achievement of business targets.Establishes good rapport and seeks out business opportunities with prospective and existing customers to increase the customer base of the branch.Ensure good customer service at all times at branch.People Management Reviews, plans and provides organisation structure of the Branch, ensures proper delegation of authority, co-ordination of work and optimum utilisation of staff of the Branch for sales activation.Communicates the guidelines, procedures, Management directions and standard of performance for the staff of the Branch ensuring employees are engaged and to stimulate staff achievements.Evaluates fairly and regularly reports on performance of staff to Head Office and communicates to the staff, the results of their performance.Regularly reviews and plans manpower requirements for the Branch.Ensures proper training of staff for achievement of high standard of performance and enhancing staff skills.Building and engaging a team of employees with the right values working towards the Bank’s Vision and Mission.Maintains staff discipline, relations and industrial harmony in the Branch.Other DutiesPerforms any other duties as assigned by Management from time to time. KEY RELATIONS Working Relations(INTERNAL & EXTERNAL)Regular ContactsNature of PurposeInternalAll Departments in HQSales & Service performanceExternalCustomersVendorsBusiness PartnersCustomer Service/SalesBranch ManagementSales CONTRIBUTES TOMeeting the Branch assigned targetsMaintaining and exceeding Banks Service StandardsRespond to audit findings and complete corrective actions within expected timelinesReview transactions and account openings to ensure compliance with KYC & AMLATalent development and succession planningEfficient branch administration and management AUTHORITIESAs assignedSkillsEXPERIENCE/KNOWLEDGE REQUIREDCustomer Service / Service QualityTime ManagementFlexibility to ChangeLeadershipCommunicationPlanning / OrganizationDelegation / Monitoring / CoachingProactive / InitiativeProblem Solving / Decision Making / Analytical ThinkingEXPERIENCE/KNOWLEDGE REQUIRED (cont’d)KnowledgeA university degree (in relevant disciplines) or its equivalentQualified Financial Planner – CFP (added advantage)Certified – PCE, FIMM, CEILIExperienceAt least 5-8 years working/managing of branches from the Financial industryLeading a team of sales and service APPROVAL PROCESS SIGNED DATEJOB HOLDERIMMEDIATE SUPERIORCLUSTER SALES HEADDEPT HEADREGIONAL HEAD