Manager, Centralized Branch Operations

Job Purpose:

• Lead the Centralized Branch Operations Team to reduce branch workload by transferring process from branches to the centralized team.
• Improve efficiency, strengthen controls, and ensure compliance with policies and regulations.  Support branches directly to enhance customer experience, enabling branch staff to focus more on customer service and relationship deepening.
• Drive continuous improvement and innovation to increase overall branch performance.

Main Responsibilities:

• Process Centralization & Efficiency: Centralize and optimize branch process to improve efficiency and reduce branch workload.
• Branch Support & Customer Experience: Assist branch with service requests and complex customer issues. Provide timely support to enhance customer experience.
• Compliance & Control: Ensure compliance with internal policies and external regulations. Strengthen control effectiveness in centralized process.
• Technology & Innovation: Work with stakeholders and IT to support automation initiatives. Encourage innovation to improve service quality.
• Team Leadership: Supervise and develop the centralized branch operations team. Promote professionalism and accountability.
• Compilation of Data and Management Information: Compile data on efficiency, control, and service quality. Provide insights to refine operations and customer engagement.
• Ad Hoc Projects: Handle and complete ad hoc assignments as and when required.

To meet the challenge, you should have the following qualifications and attributes:

• University degree with at least 7 years’ or secondary education with at least 10 years’ retail banking operations experience
• Strong knowledge in retail banking regulations, branch operations, products and services
• Solid and wealth experience in driving process improvement initiatives and leading centralized processing team
• Self-motivation with excellent interpersonal, communication and presentation skills
• Fluent in spoken and written English and Chinese, preferably including Putonghua
• PC Literate with good knowledge of Microsoft Office and Chinese word processing