Service Excellence
- Promote core values of the bank and cultivate excellent customer service culture among staff in the branch
- Manage branch key service performance index (eg. Queue time management, compliments, Rate-My-Service)
- Ensure branch adhere to grooming and housekeeping standards
- Complaint Management: Proactive and prompt handling of customer service issues
- Ensure there is clear customer focus and service commitment across the Branch to produce a high standard of customer service in line with the quality and standards set
- Champion customer service campaigns and initiatives.
- Drive staff participation in achieving internal and external service awards
Customer Acquisition and Retention
- Drive customer acquisition and retention activities at branch
Branch Operation
- Support on-boarding operations and ensure seamless experience for customer
- Support branch operations including cash handling when required
Risk, Compliance & Audit
- Ensure compliance with the policies and procedure set by the Bank and statutory requirements and guidelines.
- Ensure and observe operational procedures to avoid operational loss
- Proactive in audit management
