About this role
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.