AVP, Branch Operations & Management

Location KUALA LUMPUR, Malaysia
Experience level Executive Role
Job details sector Operational Excellence
Apply before Date not available
Position Title
AVP/VP, Branch Operations & Management
Reports to
Head, Branch Management Services
Internal Grade
Branch Management Services
     (Include organization reporting structure as applicable)
The Branch Operation Management oversees all branch activities relating to internal services and operational issues.  The incumbent acts as liaison and critical link between branches and headquarters in matters relating to operations and compliance issues.
Champion and facilitate branch improvement and transformation initiatives to ensure customer expectations are being met and exceeded by team, and performs related duties as assigned.
Branch Operations & Performance Management
  • Assist the Head of Branch Management & Transformation in the daily branch operations, compliance and transformation needs and issues.
  • Participates in developing, implementing and evaluating branch operations’ effectiveness which includes work processes, systems and procedures.
  • Single point of contact to branches and/or agencies inquiries and any ad-hoc inconsistencies to reconciliations, systems or branch operations issues. Provide relevant support and remedial action and follow through until problem resolutions.
  • Monthly monitoring and oversight of the branch performance, credit control & timely and accurately closing of the branch monthly finance/accounting books, balance sheet, claims, collection, etc.
  • Compile and analyses branch monthly performance, management and operations reporting on a prompt and regular basis and facilitate well informed decisions to management.
  • Take proactive remedial actions on non-performing branches and provide mentoring and tracking to help branches back on track.
  • Handles difficult or sensitive customer issues, request and complaints and acts to promptly resolve and address these issues
  • Provide guidance, support and assistance to branch staff in day to day branch related operations matters
Governance, Controls & Integration
  • ensuring the standard operating procedures are clearly and promptly rolled out to branch staff concerned and ensure appropriate regulatory and guidelines are adhered to
  • Manage process deviations and streamline it for standardization and consistency.
  • Provide consultation on branch risk management matters and promote risk awareness culture.
  • Continue to improve internal control procedures and ensure appropriate internal controls are in enforce at all branches.
  • Ensure the reinforcement of first level of control defense. Ensures satisfactory audit results of branch operations and each and every audit issue raised are promptly attended to and follow up.
  • Interprets and enforces applicable company policies, procedures and practices for assigned staff and, as necessary, make recommendations to branch managers, regional managers and/or business unit heads for improvement in these areas.
  • Reviews and updates branch operating manual
Branch Premises & Infrastructure Management
  • Central liason between branches/agencies with KLHO in the upkeep/change in relation to Branch Tenancy, Renovation, Branch Premises Budget, IT Network Infrastructure
  • Participates in the formation of new branch, ensuring adherence of brand standardization and positioning, the standard operating procedures and are clearly and promptly rolled out to branch staff concerned and ensure appropriate regulatory and guidelines are adhered to.
Branch/Agencies Support Personnel Development
  • Work with Branch Managers on (operations team) to assess training needs and growth of the support staff and coordinate with the relevant department in headquarters
  • Train and guide the Branch Managers and Branch Support on company’s policies, procedures and systems
Distribution Systems Support
  • Manages a team of 4 people to actively support all distributions systems problems.
  • Handles difficult or sensitive customer issues, request and complaints and acts to promptly resolve and address these issues
  • Provide guidance, support and assistance to branch staff in day to day branch related operations and systems matters
Branch Transformation Projects
  • Lead and drive business process improvement and transformation projects/initiatives to deliver best customers and frontline experience.
  • Continue to undertake ‘Gemba’ walkthrough at branches & follow-through with Kaizen agile programs (Rapid Improvement Events) to provide resolution/improvements to identified process gaps and improvement areas.
  • Implement initiatives on branch process enhancement as well as other projects that impacting branch and agencies’ operations and keep improving the Branch Operation Manual.
  • Accepts ownership for accomplishing new and different request and exploring opportunities to add value to the company, customers and self development.
Staff Performance Management
  • Planning, organizing, managing and evaluating the performance of the team.
  • Establish performance requirements and personal development targets
  • Regularly monitors performance and provides coaching for performance improvement and development.
  • Recommends compensation and provides other rewards to recognize performance
  • Recommends disciplinary action to address performance deficiencies, in accordance with the Company’s Employee Policy Manual and consistent with the Company policies and practices
Team Leadership & Management
  • Provides leadership and works to develop and retain highly competent, team and customer service oriented staff through selection, training and day to day management practices which support the Company’s mission and values
  • Assesses growth and development needs of assigned staff and recommends training opportunities to address those needs
  • Ensures that assigned staff are thoroughly and properly equipped and trained in relevant areas.
  • Mentors, coaches and guides assigned team members
  • Encourage communication, teamwork and consensus among team members and fosters teamwork.
  • Interviews and make hiring recommendations for designated positions
  • As directed, instructs and educates team in formal or informal training program
Duties and responsibilities include but are not limited to the following and may vary depending on area of assignment
Actively participate in community social events and major corporate activities involving the Company.
Ensure compliance with the requirements of local regulations and all other relevant statutory regulations and guidelines, as well as all relevant Company, Regional and AXA Group policies and procedures.
Information System Security:
Responsible for defining requirements as regards to information availability, confidentiality and integrity. Managers must ensure that all staff members (including temporary staff) and providers comply with the relevant security standards.
  • Perform risk analysis to determine risk and potential business impacts
  • Liaise and co-ordinate with Information System Security Manager on all Information System security activities within department
  • Ensure compliance on Information System Security standards and IS Security guidelines are adhere to within department
(Requirement under Information Security Programme)
Ensure branches adhere to the guidelines of the BOM and ensure no audit findings are reported
Improve in the operational process flow, productivity and quality output at the branch
Ensure all branch support and customers problems reported are tracked and reduced.
Strategic Vision
  • Know the impact of the job relative to the business priorities and acts accordingly.
  • Cascades and translates AXA Strategy into action plans
Focus on Customer
  • Deliver service to internal/external customers in a reliable, attentive and available manner.
  • Puts in place quality processes for our customers.
Change Leadership
  • Demonstrate willingness to implement change that adds value.
  • Demonstrate ability to drive the change.
Results Orientation
  • Ensures timely high quality deliverables.
  • Designs, plans and processes that ensure consistent delivery of quality results.
Building Capability
  • Drives own personal development.
  • Coaches team members to design and implement their development plan.
Team Leadership
  • Contribute to the team’s high standard of performance
  • Drive team work in order to achieve high standards or performance.
Share to Succeed
  • Shares ideas, knowledge and information beyond their team.
  • Engages people to share and work with others across the organization.
Living through AXA Values
  • Demonstrates the AXA Values consistently: Team Spirit, Innovation, Pragmatism, Professionalism, Integrity – and holds team members accountable to do the same.


  Degree in any discipline and/or related
(i.e. insurance / accounting, etc.)
AMII /ACII / DMII or equivalent insurance qualifications
  • Minimum of 5 years experience in and /or similar role / capacity
(i.e. language, IT software, etc.)
Knowledge of Excel would be preferred
Good Interpersonal & Personal Management Skills

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life?  Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.  


In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.


AXA Affin General Insurance Berhad is a joint venture between AXA Group and Affin Holdings Berhad. We are one of the fastest growing general insurance companies in Malaysia, and the No.1 leader in Medical and Health insurance (source: ISM). We provide comprehensive and tailored protection solutions to individuals and businesses in the areas of Motor, Home, Accidental, Travel and Commercial insurance. 
We pride ourselves in conducting business responsibly, and building long-term relationship of trust when serving almost a million Malaysian customers, with over 800 employees in 22 offices, as well as over 4,000 agents nationwide, as well as our brokers and key bank partners.

We are the best organization that demonstrate drive, commitment and tenacity to champion diversity and inclusion with workplace practices that enable our current & future employees to achieve work-life integration. 
So, what are you waiting for? Come and JOIN us!