Cluster Operations Head (Branch Service and Operations)

Job Purpose

We are looking for an dynamic and experienced individual to join us as Cluster Operations Head. This role will be assigned a particular cluster in Klang Valley to drive service and operations performance for all the branches within the cluster.

Job Responsibilities

• Responsible to manage all operations resources effectively to ensure smooth and efficient in delivery.
• Responsible to plan, organize and manage operations and administration of the branches within the cluster with discretion necessary to fulfill the Bank's goals and policies and guidelines
• Lead and drive service excellence and customer satisfaction levels for the branches within cluster, alongside Cluster Sales Head
• Deploy service rituals to maintain high level of service delivery and timely resolution of service and operation issues and escalation of issues, if applicable.
• Fully responsible for achievement of all customer service targets (queue management, average waiting time, service level) at cluster level.
• Responsible to drive branches deposit growth and sales revenue.
• Drive process improvement with automation when applicable or centralization initiatives with CSD at cluster level, ensuring all execution plans are implemented as per stipulated schedule and cost.
• Responsible to ensure Record Management are up to date.
• Responsible to ensure branches adhere to Clean Desk Policy.

Job Requirement

• At least 8-10 years working experience in customer service and operations related area or with 5-8 years in operational team lead/management role
• Banking diploma holders/ University degree holder (preferably in Finance/ Business Admin) or its equivalent
• Strong knowledge of the banking and financial services industry
• Strong knowledge of regulatory framework
• Strong operations knowledge
• Strong leadership skills
• Excellent interpersonal skill with both internal and external customers