AVP, Branch Service & Digital Banking Lead

UOB; Malaysia; On-site; MYR 36,000 - 60,000; Full time

Job summary

2201 United Overseas Bank (Malaysia) Bhd is seeking candidates for branch operations and customer service roles across multiple locations in Malaysia. You will oversee walk-in traffic, manage customer journeys, handle banking inquiries, and promote digital banking adoption while ensuring service standards are met.

The role requires a recognised degree, at least 2 years’ experience in branch or banking operations, and strong interpersonal and communication skills to deliver service excellence.

Qualifications

• Degree in any discipline recognised by the employer.
• Minimum 2 years’ experience in branch or banking operations.
• Strong customer service mindset with a passion for meeting and exceeding customer expectations.
• Effective interpersonal and communication skills.

Responsibilities

• Manage walk-in traffic and crowd control at the branch.
• Oversee end-to-end customer journey and ensure service standards.
• Handle customer enquiries on banking products with proper follow-up.
• Promote and support digital banking adoption, including PIB/TMRW enquiries.
• Assist customers with digital banking navigation and issue resolution.
• Investigate customer complaints, fraud, and dispute cases.
• Drive branch service initiatives, campaigns and service culture engagement.
• Process and authorize frontline banking transactions (fund transfers, TT, RENTAS, PDCR).
• Perform callback confirmations, account opening, and Safe Deposit Box access.
• Manage EWF handling, off-site AO processing, and FD maintenance.
• Oversee administrative duties including centre upkeep, billing, inventory and document management.

Education

Recognised Degree in any discipline

Job description

2201 United Overseas Bank (Malaysia) Bhd is seeking candidates for branch operations and customer service roles across multiple locations in Malaysia. You will oversee walk-in traffic, manage customer journeys, handle banking inquiries, and promote digital banking adoption while ensuring service standards are met.

The role requires a recognised degree, at least 2 years’ experience in branch or banking operations, and strong interpersonal and communication skills to deliver service excellence.