Section Head, Branch Operations

MAIN RESPONSIBILITIES

Operational Management

• Oversee and manage all branch operational activities, including administration, service delivery, and logistical support.
• Implement operational policies, procedures, and service standards to ensure consistent performance and customer satisfaction.
• Monitor branch performance against key operational and financial KPIs, taking corrective actions where necessary.

Team Leadership & Development

• Supervise, coach, and develop branch staff to ensure high performance and engagement.
• Conduct regular team meetings to communicate targets, operational updates, and performance feedback.
• Foster a positive and collaborative work environment that supports company values.

Customer Service & Relationship Management

• Ensure delivery of exceptional customer experience through efficient processes and responsive service.
• Address and resolve escalated customer issues in a timely and professional manner.
• Build and maintain strong relationships with key customers and stakeholders.

Compliance & Risk Management

• Ensure adherence to company policies, regulatory requirements, and industry standards.
• Implement and monitor internal controls to safeguard assets and reduce operational risk.
• Conduct regular audits of processes, documentation, and branch facilities.

Financial & Resource Management

• Manage the branch budget, expenses, and resource allocation to optimize cost efficiency.
• Review financial reports to track branch profitability and operational cost control.
• Approve expenditure within delegated authority limits.

Skill Level Required:

To excel in this role, a candidate should possess mid-to-senior level expertise in operational service excellence and branch operations. Excellent communication and interpersonal abilities is key to ensure desired management styles and collaborative work outcomes. They should demonstrate strong knowledge of Insurance operational policies, compliance regulations, and risk management. Leadership skills and strategic thinking are essential alongside problem solving and decision making skills.

�    Familiarity with managing Branch operations services and performance metrics.

�    Oversee overall branch operations from HQ to all the branches nationwide.

Identify process efficiencies within current process and infrastructure to drive efficiency gains and productivity.

Education:- Bachelor's degree in Business Administration, Finance, Management, or related field.

�       Minimum 5–7 years of experience in branch or operations management, preferably in banking, insurance.

Highly organized and detail-oriented with strong time management skills

Basic design skills with knowledge of tools like Canva or Adobe Creative Suite a plus

Ability to multitask and thrive in a fast-paced environment

Job Dimension and KPI

�     Operational efficiency metrics (e.g., turnaround time, converting manual processes to efficient process).

�     Ensure achieve individual's qualitative and quantitative target.

�     Ensure company's service level standards are met.

�     Provide service excellence

�    Compliant with Company's and regulator's rules and Guidelines

Experience

Proven experience in managing overall branch operations and service excellence to support the business.

Key Skills

�     Operational Excellence – Strong process management and efficiency orientation.

�     Leadership & Team Management – Ability to inspire and guide teams to achieve goals.

�     Customer Focus – Commitment to delivering high-quality customer service.

�     Analytical Thinking – Ability to understand systems and structures to recommend appropriate solutions, interpret data and make informed decisions.

�     Adaptability – Comfortable working in dynamic environments with evolving priorities.

• EPF Contribution: 15% from the Company
• Annual Leave: 21 days per year
• Comprehensive Insurance: Coverage for employees, with extension to spouse and children
• Outpatient Coverage: Unlimited for employees
• Dental & Optical: Annual allowance provided
• On-site Company Gym: Free access for all employees