Branch Manager

岗位描述

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 Break reliance on outdated legacy processes, collect optimization feedback, and escalate issues to branch management.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 un