POSITION DESCRIPTION
This role is responsible for leading, directing, and overseeing the Branch Support Unit to ensure branch site visits, mystery shopping exercises, identifying operational gaps, service benchmarking, process re-engineering, and branch staff coaching are executed effectively and efficiently.
DUTY & RESPONSIBILITY
- Lead and supervise the team to conduct regular branch site visits, mystery shopping visits, and reviews on existing operational processes to identify gaps, control weaknesses, and service bottlenecks.
- Review, analyze, and validate reports from branch site visits, operational assessments, and mystery shopping activities with actionable recommendations to Head of the department.
- Analyze competitor banks' service models and recommend improvement to align with market trends and the bank's strategic direction.
- Collaborate with relevant departments to facilitate process re-engineering initiatives.
- Provide guidance, coaching, and professional development support to enhance team capability.
- Perform other duties assigned by management.
QUALIFICATION
- Bachelor's Degree in Business Administration, Finance and Banking, or a related field.
- Minimum 5 years of experience in banking operations, internal audit, or process improvement with at least 2 years in a supervisory or managerial role.
- Strong knowledge of branch operational processes and regulatory compliance requirements.
- Demonstrate leadership experience in managing teams and driving performance.
- Strong coaching, negotiation, analysis, problem-solving, and decision-making skills.
- Demonstrate proficiency in English (both writing and speaking) for professional communication.
- Proficient in Microsoft Office (Word, Excel, and PowerPoint).
- High level of integrity, accountability, and commitment to operational excellence.
- Ability to influence cross-functional stakeholders and drive change effectively.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
