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ភាសាខ្មែរ
JOB RESPONSIBILITIES
- Lead and drive operational excellence, service quality, and process standardization across Customer Service and Teller operations to ensure a consistent and superior customer experience.
- Oversee service delivery performance, ensuring efficient transaction processing, timely complaint handling, and prompt resolution of operational issues across branches.
- Provide strategic oversight of operational policies, procedures, and controls to ensure compliance with regulatory requirements, internal standards, and fraud prevention measures.
- Drive productivity and cost-efficiency initiatives through process improvements, workload optimization, and service enhancement programs.
- Ensure operational readiness of Customer Service and Teller functions, including systems, staffing, branch facilities, equipment, procedures, and service continuity.
- Develop frontline capabilities by strengthening staff knowledge, service excellence, operational discipline, and performance management practices.
- Monitor key service, operational, and risk indicators to identify improvement opportunities and ensure achievement of business and customer service objectives.
- Partner with Business, Operations, Risk, Compliance, and Technology teams to support service transformation, operational resilience, and continuous improvement initiatives.
JOB REQUIREMENTS
- Bachelor’s Degree in Banking & Finance, Business Administration, Management, or related field; Master’s Degree preferred.
- Minimum 10 years of banking experience with strong exposure to branch operations, customer onboarding, and frontline service management.
- Minimum 5 years of leadership experience in branch operations, customer service, or operational management roles.
- Proven experience in leading operational improvement, transformation, or enhancement initiatives within the banking industry.
- Strong knowledge of banking operations, products, customer onboarding processes, regulatory requirements, and operational risk controls.
- Experience in managing cross-functional projects and driving service excellence across branch networks.
- Strong leadership, stakeholder management, analytical, problem-solving, and decision-making skills.
- Ability to lead teams, drive change, and foster a culture of operational excellence and customer-centric service.
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