Deputy Branch Manager, Operations

About the role

Chip Mong Bank, part of Chip Mong since 1982, is looking for a Deputy Branch Manager, Operations. The role oversees and supervises customer service staff at the branch, supports the branch's monthly and yearly targets, and ensures that service standards and policies are followed.

Key responsibilities

• Oversee and assess customer service staff activities so that every customer has a smooth service experience.
• Take part in developing customer service strategies to improve service quality and satisfaction.
• Conduct cross-selling with existing and new customers, especially on deposit products, to support the branch's monthly target.
• Directly supervise Customer Service Officers (CSOs) so they follow service standard policies and procedures.
• Review, verify and advise on CSO account opening applications, both hard copy and in the system, ensuring compliance with policies and procedures.
• Coach and develop CSOs on customer service and sales skills and give performance-related feedback.
• Monitor daily account openings and sales volume to ensure quality and targets are met.
• Manage and lead counter staff so workflows are smooth, communication is good and clients are served promptly.
• Implement customer relationship management to support cross-selling and the branch's yearly target.
• Authorize cash and credit transactions in the system in line with policies, ensuring timely and accurate processing.
• Control the service and cash counters, physically and environmentally, so they are ready for daily operations.
• Carry out other tasks assigned by the bank following business needs.