POSITION DESCRIPTION
Oversee overall full operation, business development, team management, risk control, and customer experience. Take end-to-end ownership of branch P&L, drive sustainable business growth, build high-performance teams, ensure full regulatory compliance, and deliver premium customer service.
DUTY & RESPONSIBILITY
- 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- Break reliance on outdated legacy processes, collect optimization feedback, and escalate issues to branch management.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.
QUALIFICATION
- 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.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
