Job Purpose

The Assistant Supervisor (Second In Charge) supports the Supervisor in managing the daily operations of the Agent Hub—functioning as a mini-branch that provides cash withdrawal, card cash deposit, account transfers, phone-number remittance, mobile top-up, and balance inquiry services—by ensuring accurate transaction processing, proper cash management, and high-quality customer service. The role contributes to achieving SHWE Bank’s deposit and loan targets, assists in conducting area surveys and identifying potential customers, and supervises Senior and Junior staff to maintain operational efficiency and compliance with bank procedures. As the second-in-command, the Assistant Supervisor ensures continuity of leadership and assumes full operational responsibility in the Supervisor’s absence, ensuring smooth, secure, and uninterrupted functioning of the Agent Hub.

KEY AREA OF RESPONSIBILITIES

Operational Management
•Support the In Charge of the Agent Hub in managing daily Hub operations.
•Ensure smooth execution of customer services and transactions.
•Supervise Senior Staff and Junior Staff to ensure operational discipline.
•Act on behalf of the Supervisor during absence.
•Support the Supervisor in preparing daily operational, sales, and cash reports.
Transaction Processing & Compliance
•Review transactions processed by staff for accuracy and completeness.
•Ensure proper system entries and correct maintenance of registers and documents.
•Conduct and supervise end-of-day cash and transaction reconciliation.
•Maintain compliance with bank policies, risk controls, KYC/AML practices, and audit requirements.
Cash Management
•Assist in monitoring cash levels throughout the day.
•Coordinate with Referral Branch or Agent Banking (Head Office) for cash replenishment or returning excess cash.
•Ensure secure handling and storage of cash within Hub limits.
Sales & Business Growth

•Actively participate in achieving SHWE Bank’s assigned deposit and loan targets.
•Support target setting and daily monitoring of staff performance.
•Conduct market surveys to identify potential customers and local business opportunities.
•Identify and prioritize target customer groups for deposit mobilization and loan referrals.
Customer Service
•Oversee customer services such as deposit, withdrawal, transfers, remittance, and phone top-up.
•Handle difficult customer queries, complaints, or escalations.
•Ensure fast, professional, and accurate service delivery.
Staff Support & Supervision
•Guide and coach Senior Staff and Junior Staff in operational tasks.
•Allocate daily work and ensure compliance with procedures.
•Foster teamwork and maintain discipline within the Agent Hub.

Job Specification

Education
➢Any Bachelor’s Degree or more preferrable the Bachelor’s Degree in Business, Banking, Finance, Economics, or related field.
➢Diploma in Banking or equivalent training is an advantage.
•Experience
➢At least 3 years experience in banking operations, cash handling, or customer service or similar roles.
➢Experience in supervising staff or acting as officer-in-charge is preferred.
➢Experience in sales (deposit/loan products) is an advantage.
•Language
➢Good communication in Myanmar language; English basic level preferred.
•Other Requirements
➢High integrity, compliance awareness, and customer-service mindset.
➢Willingness to work in field/Hub locations.
➢Ability to handle cash responsibly.

Technical
•Banking & Operational Skills
➢Knowledge of basic banking operations (deposit, withdrawal, transfers, remittance).
➢Familiarity with Core Banking Systems and transaction posting.
➢Understanding of KYC/AML and regulatory compliance.
➢Cash handling, reconciliation, and balancing procedures.
➢Knowledge of sales processes for deposit and loan products.
•Administrative & Supervisory Skills
➢Ability to check and verify staff transaction accuracy.
➢Report preparation (daily cash, operational, and sales reports).
➢Staff supervision and task allocation.
➢Understanding of internal controls and audit requirements.
•Numerical & Analytical Skills
➢Ability to reconcile cash and transactions.
➢Monitoring Hub performance and sales target achievement.
➢Customer data analysis and market survey interpretation

Behavioural
•Leadership & Teamwork
➢Ability to guide, support, and supervise staff.
➢Positive attitude and willingness to lead operations when needed.
➢Strong teamwork orientation.
•Customer Service Orientation
➢Friendly, professional, and attentive to customer needs.
➢Ability to handle complaints and maintain good customer relationships.
•Integrity & Responsibility
➢High level of trustworthiness in cash handling and transaction processing.
➢Strict adherence to bank procedures and compliance rules.
•Communication & Interpersonal Skills
➢Clear communication with customers, staff, and Supervisor.
➢Ability to explain procedures and provide guidance calmly.
•Problem Solving & Decision Making
➢Ability to manage minor operational issues independently.
➢Sound judgment when handling cash discrepancies or customer requests.
•Adaptability & Stress Management
➢Ability to manage workload pressure during peak hours.
➢Flexible and capable of working in a fast-paced environment.