JD Digital
Ambassador Attachment 1
Digital Ambassador
Executive/Senior
Executive Operations
Channel Management
Branch Assistant Branch Manager
Operations Function
• Opening of account, issuance of Debit Cards and application for online banking ie
completeness of application form and other supporting documents including KYC
etc
• Accountable for maintaining high data quality standard by ensuring information captured in
the Bank’s system and documentation are correct and maintained in a timely manner
• Handling over the counter transactions
• Authorizing and overriding banking transactions
• Monitor the register of keys for safe and premises and ensure security documents are
kept safely
• Perform teller functions as and when required
• Accept and process transactions such as deposit, withdrawal, remittance and any other
bank product launch by the bank from time to time in a timely and accurate manner.
• Manage and perform checkout for teller functions
• Perform daily cash and GL balancing and end of day balancing
• To ensure the front office operation runs smoothly and always in compliance to procedure
• Comply with Bank SOPs, Compliance, Shariah and Regulatory requirements
• Support day to day branch operations
• Maintain confidentiality of customers and Bank’s information in a responsible manner
• Promote customer to subscribe to online banking (RIB/MIB/CIB)
• Encourage and facilitate customer for using digital channel for account opening or
other available services
Chief Cashier
• Monitoring overall branch cash management. Responsible for overall branch cash holding
and end of day cash balancing
• Handling daily cash for branch operations
• Maintain a cash drawer, balances and audit the cash drawer according to policies
and procedures
• Manage and perform all checkout teller functions on daily basis
• Ensure all tellers have adequate cash and change at all times
• Supervise branch tellers and their cash drawers
• Train new tellers/staff in bank practice and procedures on cash related matters
• Conduct investigation on cash excess or shortage when a teller’s drawer does
not balance correctly
• Deposit and withdrawal to & from cash outsourcer and Bank Negara Malaysia (BNM)
JD Digital Ambassador
1.0
JD Digital Ambassador
Customer Service
• To be the Meter greeter at the branch
• Provide courteous, fast and efficient service to customer
• Monitor , manage and ensure to meet MBSB service standard ie Average Waiting Time (AWT
and Average Serving Time (AST)
• Monitoring banking hall environment and queue system
• Receive customer's feedback and complaints.
• To attend to any complaints and escalate the matter to the respective department.
• To direct customers on the specific self Service Terminal (SST) depending on the transactions
to be performed.
• Able to identify and assess customers’ need to achieve satisfaction level
Sales Function
• Sales of Deposit products, Wealth Management, Fee based, Remittance, Debit Card or other
product assigned
• Cross selling of financing products ie PFi, Mortgage or other products assigned
• Contribute to lead generation activities
• Identify cross selling opportunities on all Retail and Corporate products with existing customer
• Perform marketing activities (if required)
• Achieving sales target or initiatives set by the Management
Others
• Maintain the high standard of operational control and Audit compliance.
• Comply with the Bank’s policies, guidelines and regulations
• Achieving branch goals and meeting bank standard at all time.
• Working closely with Designated Compliance and Risk Officer (DCORO) to ensure
• Prepare report for branch compliance checklist and other reports to be submitted to Branch
Operations Support
• Responsible to acquire the relevant knowledge and information on bank practice
and procedures for functions they are assigned to.
• Perform any duties/other functions on rotation basis as assigned by supervisor/Branch
Manager/Management
• To perform relief duty as and when required
• Supervise clerical/non clerical staff where applicable
• To monitor and improve on office cleanliness and ensure staff safety is prioritised
• To accept and distribute any documents to the relevant regional office unit for processing
• Keep a clean, organised work area and maintain a professional appearance
• Attend all training ie e-learning etc
• Filling reports and occasionally assist in branch housekeeping activities
• Perform any other adhoc duties as signed by Superior/ Branch Manager/Management from
time to time and as and when required
JD Digital Ambassador I . 0
ID Digital Ambassador
Diploma / Degree in Business or any related discipline, is required
Minimum of 2 years of experience in local/foreign bank branch management
(operations role)
KEY INTERACTIONS
• Branch Network & Operations • Service providers (Suppliers, Vendors, Consultants,
• Payment Operations Auditors)
• E-Channel Operations • BNM
• Compliance Division • Local authority
• Internal Audit Division • Operational Safety & Health Act (OSHA)
• Group Risk Management Division • Police
• Human Resource Department • Bomba
• Collection & Recovery Department
• Retail Credit Management Department
• Wealth Management Department
• Personal Financing-i Department
• Mortgage Department
• Global Markets Department
• Special Bureau Department
Corporate Services Division
JD Digital Arlibassador 1.0
