ROLE PURPOSE  

The Manager must be self-driven individual who will be responsible and accountable to manage the Customer Service Acquisition, Customer Retention and Branch Administration procedure whilst guide, coach and builds a highly motivated Customer service team to become ethical and competence team members, furthermore, enhance the Culture of the Bank, provide best service and boost Branch profitability. 

JOB RESPONSIBILITIES  

• Manage to be efficient and effective account operation procedure in collaboration with the Branch Manager while intending for the business growth and ensure smooth functioning of the Branch.  

• Enhance the Good Customer Relationship while providing Inbound Customer Service and make the Referral - cross sales. 

• Enhance the customer service team to achieve the deposit goals targets of assigned branch while recommending the deposit products to customer. 

• Refer loan products to customer while doing the inbound sales & services and analysis based on the customer profile. International Banking Services as additional. 

• Respond to a wide range of customer enquiries from all segments, ensuring the highest quality of service is provided to internal and external customers while maintain and build good relationship with existing and potential customer to bring business growth. 

• Collaboratively manage the cash procedure and ATM process with Cash Team, maintain Vault Key, ATM Key well in accordance with the SOP, operating & managing Q machine as additional. 

• Check and validate the account operation process and other cross-functional processes on all the banking system in accordance with the YOMA Bank SOP & Instructions. 

• Circulate the overall SOP & Instruction related with Branch Network to respective candidate on timely manner. 

• Manage the Branch Administration Process such as Assets, CCTV, Branch HR process, Admin, Security, Health & Safety, Branch Environmental Cleanliness, Transportation, Branch Leasing & Contract Monitoring and so on. 

• Motivate and empower team members to maximize the productivity of the branch and enhance overall professional growth while making proper guidance and coaching to become a successor. 

• Review and reconcile the branch closing procedure (Daily /Monthly /Yearly Report) in align with the check list to be able to proceed the timely action plan. 

• Keep on track with up-to-date market trends, latest news among banking industry and able to exchange within team. 

• Manage the issues and complaints raised by customers and provide the best service to customers in align with YOMA Bank Core Values. 

• Build rapport with internal & external stakeholders for the smooth functioning. 

• Thoroughly understand the Risk, Rules & Regulation of the regulatory body and utilize while serving the customer in accordance with the Bank Core Values. 

• Accountable & Responsible to perform the account operation & customer service procedure as a designated person of the Branch Manager while he/she is on leave.

• Completion of tertiary qualifications in a business or related field such as Bachelor of Business Management, Commerce, Accounting, Economics and/or industry specific qualifications. 

• Has a minimum of 3-5 years in financial / banking industry with relevant customer service experience.  

• Proven track record in growing organizations. 

• Expertise in branch banking operation and banking products.  

• Good interpersonal relationship with internal and external customer, with a willingness to help. 

• Positive attitude with the growth mind set.  

• Ability to work under the stressful situation. 

• Proactive, resourceful and good customer service management 

• Able to work well with an organization and must have good time management 

• Strong communication skill and critical thinking skill 

• Ability to manage multi-tasking and complaint managing 

• Being a good leader with team-oriented mindset. 

• Ability to communicate (verbal and written) in English shall be the advantage.