About the role
- Oversee day-to-day business operations of the Branch including quality control, service quality, telling area, operational and administration, and compliance fulfillment.
- Maintain a winning team spirit through continuous coaching and mentoring, and assist the Branch Manager to drive deposits related KPIs.
- Communicate and control operational staff to cross-sell bank products and services and refer customers to sales teams.
- Partake in the implementation of strategic business plans to grow customers and balances.
- Keep track of recurrence reports to retain funds by providing superior service and effective communication.
- Build and promote strong customer relationships.
- Monitor the implementation of the Operational Manual for the telling area and Cash Management Policies and Procedures.
- Manage branch administrative services by facilitating documentation processes and monitoring overall transactions.
- Manage branch facilities and stock control.
- Communicate and propose new ideas and marketing strategies within the branch market areas.
- Ensure staff impress customer expectations through superior customer service, including achieving waiting time and serving time targets.
- Ensure staff have a good appearance and wear uniforms daily.
- Ensure ABA customer service standards are followed.
- Ensure accuracy of services provided.
- Control staff leave and lunch shifts to ensure adequate staffing.
- Work closely with the Services Quality Team to improve branch service quality.
- Ensure smooth branch operation and consistent opening and closing.
- Ensure operational areas, forms, brochures, and leaflets are ready-to-service, clean, and tidy.
- Ensure smoothness and accessibility of self-banking.
- Provide good support to frontline staff.
- Control daily account opening files for completeness and accuracy.
- Daily control on pending files, pending approval, pending specimen upload, and take immediate actions to fix issues.
- Work closely with the Quality Control Team and Retail Banking Team to update customer profiles and other required information.
- Ensure all account files and other documents are properly kept and stored according to guidelines and procedures.
Requirements
- Master’s or Bachelor’s degree in Finance and Banking, Business Management, Marketing, or any relevant field; Minimum three years of working experience in banking and financial industry; Excellent knowledge of the Bank branch operations, cash operations, banking rules and regulations, laws, and all policies and procedures pertaining to them, including but not limited to the AML and CFT law; Hand-on experiences with managing teller line, relationship management, customer services, and cash management; Excellent sales and customer services skills; Sound compliance and quality oriented.
- Good math skills and ability to spot numerical errors; Good leadership, time management, self-motivation, problem solving, negotiation and interpersonal skills; Ability to use and communicate in both Khmer and English.
Required Skills
Finance and BankingBusiness ManagementMarketingBanking and Financial Industry ExperienceBank Branch OperationsCash OperationsBanking Rules and RegulationsLaws Pertaining to BankingPolicies and Procedures Pertaining to BankingAML (Anti-Money Laundering)CFT (Counter-Financing of Terrorism)Managing Teller LineRelationship ManagementCustomer ServicesCash ManagementSales SkillsComplianceQuality OrientationMath SkillsSpotting Numerical Errors
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