Reported successfully

• Effectively manage the operations of customer service, including supervision, service counters, and projects.
• Responsible for annual budget planning of branches. Prepare quarterly budget plans following the approval of the annual plan.
• Achieve individual and branch budgets, including profit and loss, CASA, deposits, fee income generation services, acquiring new customers across all segments, and managing referrals/retention of account relationships.
• Manage and develop human resources effectively, provide coaching and training, effective leadership, and fair, professional performance evaluation.
• Implement retention measures to reduce avoidable employee turnover and build stable, capable talent pipelines.
• Act as the first line of defense to prevent fraud, operational mistakes, and regulatory breaches.
• Effectively manage the operations by ensuring that internal controls, KYC/AML/other policies and procedures, and working guidelines are properly implemented.
• Strictly comply with instructions relating to security and confidentiality.
• Regularly communicate and supervise all staff to fully comply with the bank’s code of conduct.
• Set service standards from top-down and demonstrate customer-centric behavior as a role model for the whole team.
• Proactively track customer satisfaction metrics and conduct regular customer feedback surveys.
• Resolve complex customer complaints and negative feedback proactively to avoid escalation to executive management or public exposure on social media that damages the bank’s brand reputation.
• Proactively identify workflow bottlenecks, time-intensive repetitive tasks, and customer/employee friction points in daily branch operations.
• Break reliance on outdated legacy processes, collect optimization feedback, and escalate issues to branch management.
• Collaborate with cross-functional stakeholders to redesign, simplify, and streamline daily operational workflows for higher efficiency.
• Maintain good communication and cooperation with all business units, divisions, departments, and branches.
• May have other duties as assigned by senior management of the bank.

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• Bachelor Degree in Business administration or related field.
• At least 5 years’ experience in Banking with at least 3 years in a managerial capacity.
• Preferably manager with strong all-around experience in operations.
• Strong command of written and verbal English; verbal and/or written Chinese Mandarin is an advantage.
• Matured and outgoing, with the ability to drive performance.
• Excellent communication and interpersonal skills.
• Ability to work well with people of all levels and backgrounds is essential.
• A team player who can manage efficiently in a changing environment.
• Strong organizational and management skills are a must.