Assistant Manager, Operational Support, BDC Head Office

Responsible for the overall smooth running of the Bureau De Changes, and  guiding and supporting BDCs to;

1. achieving & exceeding revenue targets set by the management
2. accurately and efficiently delivering quality services and
3. adherence to policies and procedure.
4. peration is carried out under strict compliance to checks / controls / processes as stipulated in the policies, procedures, and guidelines of the (i) Bank, and (ii) Other regulatory bodies

Financial

• To achieve target revenue of FCN and WU
• To achieve targeted margin for FCN

1. Overseeing and ensuring the Supervisor undertakes operational duties and business-related obligation, both effectively & efficiently.
2. Monitor and ensure overall stock level (FCN & RM) to ensure no stock out at BDC outlets.
3. Monitor, review, and feedback to ensure rate & margin remains beneficial to BDC.
4. Regularly analyze revenue results/ performance of the bureau and to recommend / implement practice to enhance profitability.
5. Identify and implement measures of cost control / containment

Business and Strategy Execution

• Monitor and ensure all BDC staffs undertake customer acquisition initiative
• Identifying and implement process  improvement at BDC
• Undertake special project and system implementation at BDC HQ

1. Promote BDC services to potential customers
2. Manage, coordinate and plans for promotions activity (FCN and WU), including obtaining all the relevant internal approval at BDC outlets
3. Together with team of supervisors, to  identify, propose and execute process improvement that leads to
   • Efficient operation, and / or 
   • Improved revenue generations
4. Responsible in managing development of new product and system.
5. Manage and implement any ad-hoc or special project

Risk and Compliance

• Compliance to all internal policies/ guidelines and external regulatory requirements.

• Ensure no operational shortcoming at BDC or individually

• Undertake and manage completion of reports for internal and external users

• Undertake BDC Quarter or Business visit to BDC Outlets

• Undertake transaction monitoring matter for BDC outlets.

• Undertake management of BDC Asset

1. Make certain that all staffs adheres and complies with all Risk/Compliance/external regulatory requirements, and all Bank’s policies and guidelines.
2. Accountable for BDC overall performance on audit and to attend to recommendation of external / internal audit to ensure no recurrence.
3. Ensuring operational efficiency and effectiveness at BDC outlets, among others by ensuring that all process, system and equipment’s are in good and working order  
4. To uphold integrity and professionalism while conducting BDC business, activity and all aspect of operations.
5. To discharge duties efficiently and accurately in the best interest of the Bank.
6. Prepare and ensure completeness and accuracy of mandatory reporting for relevant internal users, external users and other statutory submission
7. Responsible for western union operation daily reconciliation and settlement process for BDC outlet
8. Responsible for OSHA matter & reporting by BDC outlet
9. Responsible to ensure all BDCs assets are correctly reflected and recorded in the Fixed Asset Register of the Bank

Customers

• Management of customer service level at BDC
• To ensure all staffs deliver efficient, excellent and good customer services to customers within the average transaction time.
• Maintain and improve over the counter service level at BDC Outlets

1. To observe, guide and motivate all staffs in delivering effective & efficient service to all customers
2. Handle and ensure all staffs efficiently handling and solving customer complaints/issue (if any).
3. Ensuring all staffs obtains desired number of feedback from customer thru completion of standard form.
4. Observe and ensure BDC counter is man with enough manpower that has excellent customer service and cash handling at all time.
5. Reduce down time at counter.

People Management & Development

• To complete the Individual Development Plan (IDP) as set by HR
• Guide and train existing and new staffs at BDC outlets

1. To complete all training module designed by the Bank.
2. To guide and to continuously coaching to all staffs on Bank’s policy and guidelines and all matters related to BDCs.
3. Guide all staffs in achieving revenue target, margin improvement, operational excellence, efficient & excellent customer service to customer
4. Ensure all staffs are train in cash handling and good customer service.