• Ensure the smooth, efficiency and continuity of the operation at branches to comply with both internal and external compliance and risk management framework.
• Ensure the operational processes at branches are effective and adequate to cope with the increasing business and transactional operations.
• Being the driver on the continuous process improvements to ensure that the processes deployed at branches are relevant and up to date in line with the changes in the bank businesses.
• To ensure that the related system used by branches staff are smooth and effective and other changes made to the systems are properly reviewed and tested before being deployed for operation
• Ensure a high level of internal and external customer service
• Introduce, implement and monitor processes to manage change, encourage team spirit and communication between departments and across all FTB branch network
• Investigate (and correct) customer issues and complaints relating to service quality
• Manage and oversee branch expansion
• Encourage new branch managers to fulfill their roles more effectively.
• Share good work-related experiences to subordinates to develop knowledge.
• Responsible for establishing and maintaining customer-bank relationships.
• Encourage and motivate employees to perform work to achieve common goals