Manager - Business Channels (Customer Service & Operations)

Hong Leong Bank; Daerah Khusus Ibukota Jakarta; On-site; IDR 100,000,000 - 200,000,000; Full time

Job summary

An established financial institution is seeking a dynamic Customer Service & Operations Manager to enhance its branch operations. This role involves leading a team to deliver exceptional customer service while driving sales through effective cross-selling strategies. The ideal candidate will possess strong people management skills and a proactive attitude towards challenges. Join a forward-thinking company that values innovation and customer-centric solutions, and take the next step in your career with a role that offers both responsibility and growth potential.

Qualifications

• Minimum 4-5 years in Branch Customer Service or Retail Management.
• Strong leadership skills to guide and train a team effectively.

Responsibilities

• Lead daily branch operations and mentor the operations team.
• Achieve sales targets through referrals and cross-selling.

Skills

Customer Service Management

People Management

Sales Skills

Interpersonal Communication

Organizational Skills

Planning Skills

Education

Degree/Diploma/Professional Certification

Job description

Manager - Business Channels (Customer Service & Operations)

Manager - Business Channels (Customer Service & Operations)

Apply locations: SER-SERDANG BR posted on Posted 30+ Days Ago job requisition id JR0000018294

If you are looking to excel and make a difference, take a closer look at us…

We’re hiring for Customer Service & Operations Manager (Serdang branch, Kedah)

An exciting opportunity is now available for suitable candidates to take the next step in their career to enhance their Customer Service Management, People Management, Branch & Banking Operations, Stakeholder management (employee, customer, community) skills as a Customer Service & Operations Manager!

Reporting to the Branch Manager, our Customer Service and Operations Manager is responsible for maintaining seamless daily branch operations through leading, guiding, and mentoring the operations team. The role includes maintaining HLB’s policies, standards, compliance to BNM regulatory reporting and receiving customer inquiries or complaint escalation in a timely manner.

Job Responsibilities:

• Solicit leads via referrals and cold calls for sales via marketing visits, telemarketing, launches, road shows and any other sales activities to achieve sales targets.
• Actively cross-sell Banking/Financial products.
• Assess/evaluate and propose credit applications diligently.
• Build rapport and relationship with chosen customers to establish loyalty and repeated sales and increase product holding.
• Provide excellent customer service and uphold professionalism to reflect Bank’s image.
• Maintain product knowledge, selling skills, market intelligence, and competitor’s check.
• Comply with statutory requirements and sales compliance in relation to FSA, KYC, AMLA and all relevant internal policies & procedures.

Requirements:

• Malaysian citizen.
• A Degree/Diploma/Professional Certification in any field from a recognised College/University.
• Minimum of 4 to 5 years of related working experience, ideally in a Branch Customer Service, Branch Sales Role or in Retail outlet management.
• Strong people management and leadership skills with the ability to guide and train a team of staff to achieve Service & Cross Selling standards.
• Good interpersonal, communication, organisational, and planning skills.
• Welcome new challenges and possess a ‘Think-Act-Own’ attitude to see through planned and unplanned deliverables to completion.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers.

Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion, and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available.

Realise your full potential at Hong Leong Bank by applying now.

About Us

Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region.

These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.

As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations.

HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.