Create the future with Affin! You too can make a difference.
We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. You too can make a difference.
Job Summary:
We are seeking an experienced banking professional to manage end-to-end branch operations, ensure strong regulatory compliance, and uphold high service standards. This role plays a critical part in safeguarding the branch's operational integrity while supporting business growth through customer engagement, referrals, and cross-selling. The successful candidate will work closely with the Branch Manager to ensure operational excellence, risk discipline, and a consistent customer experience.
Job Responsibilities:
Branch Operations & Governance
Manage daily branch operational activities in accordance with internal policies, Branch Manual, and regulatory requirements
Ensure compliance with BNM regulations, AMLA, FSA/IFSA, PDPA, FATCA, FEA, and related guidelines
Oversee account opening, customer profile maintenance, and service requests to ensure accuracy and compliance
Manage cash operations including vault control, ATM/CDT operations, daily balancing, and reconciliation
Monitor GL entries, error corrections, vouchers, and critical operational reports
Support internal and external audits, ensuring timely resolution of audit findings and control gaps
Risk Management & Security
Oversee AML transaction monitoring, alerts, and suspicious transaction reporting
Ensure strong internal controls, segregation of duties, and fraud prevention measures
Manage branch security including CCTV, DVR, alarm systems, security personnel, and vendor access
Ensure business continuity readiness including backup power supply and facility maintenance
Customer Experience & Service Quality
Ensure branch service delivery meets agreed service level standards (SLA)
Manage customer complaints and escalations, ensuring timely resolution and quality outcomes
Promote a professional branch image and customer-centric service culture
Business Support & Revenue Enablement
Support referral and cross-selling of deposits, investment, bancassurance, wealth, and Takaful products
Contribute towards achievement of branch fee-based income and lead generation targets
Balance service excellence with business growth and risk discipline
People & Leadership
Supervise branch staff and daily operational workflows
Provide coaching, on-the-job training (SOJT), and performance monitoring
Cascade policies, circulars, and operational updates from Head Office
Act as Relief Branch Manager when required
Operational Risk, Records & Administration
Act as Branch Operational Risk Coordinator
Ensure proper document storage, archival, and record management in line with policy
Submit operational risk reports including loss data, KRIs, and RCSA within timelines
Monitor renewal of branch contracts, licenses, and service agreements
Support CSR and branch-led community initiatives
Job Requirements:
Bachelor's Degree in Banking, Finance, Business Administration, or related discipline
Minimum 5–8 years of experience in retail banking, branch operations, or service management
Strong exposure to compliance, AMLA, audit, and operational risk management
Prior supervisory or acting managerial experience is an advantage
Good understanding of banking regulations and BNM requirements
Strong knowledge of branch operations, cash management, vault controls, and ATM/CDT processes
Familiarity with audit processes, operational risk frameworks, and incident reporting
Strong attention to detail and operational discipline
Sound judgment with high risk awareness
Customer-focused with strong complaint management capabilities
Effective communication and stakeholder management skills
Ability to perform under pressure in a regulated environment
High integrity, accountability, and professionalism
Willingness to act as Relief Branch Manager when required
Key holder responsibility for vault and self-service machines
Willingness to support CSR activities and ad-hoc assignments
