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