Assistant Head of Branch Banking & Operation Services (BBOS) - COO Division

Position Summary

The individual will lead a team in ‘Branch Operations’ that mainly focuses on Digital Transformation, Customer Service, MIS, and Administration and the management of bank-wide Self-Service Terminals within the E-Services Unit.

Efficiently manage daily operations, supervise digital transformation, and regularly review policies to enhance unit efficiency.

Ensure budget adherence, estimate resources, evaluate annual appraisals, and review financial reports for operational efficiency.

Requirements & Experience

Must be a Citizen or Permanent Resident of Brunei Darussalam.

Holds a degree in business management or equivalent and has a minimum of 5 years of experience in banking and operations.

Exceptional time management and customer service experience are advantageous.

Demonstrates in-depth knowledge of both Retail Banking and Corporate Banking products and services is preferred.

Demonstrates the ability to efficiently and effectively manage tasks to a high standard with minimal supervision, coupled with experience in team management.

Possesses excellent oral and written communication, along with presentation skills.

Displays good attention to detail, is a self-starter, ambitious, highly driven, and a team player.

Capable of making sound judgments during critical times.

Key Responsibilities

Establishing, tracking, and improving customer complaints, coordinating with relevant units, and conducting quarterly reviews of procedures.

Monitoring touchpoint performances, formulating sustainable improvement strategies, and liaising with Service Quality to enhance customer service.

Assisting the Head of BBOS in overall activities, preparing MIS reports for analysis and quarterly updates.

Understanding market trends, developing plans for digital services, and innovating customer service at branches.

Provide general oversight of BBOS administration and establish SOPs for various administrative processes.

Managing and utilising branches to drive the bank’s digital initiatives, ensuring effective implementation and utilisation.

This individual is required to work with different stakeholders (both external and internal) to formulate a strategy to bring about change in their focused areas and to improve efficiency and productivity at the branch level.

To Apply

Simply send your complete resume with supporting documents to by 16 June 2024. Please state you email subject as HRD100192024. Only shortlisted candidates will be notified for interview.

Apply Now

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