AVP, Privilege Banking: Service & Branch Experience Lead

UOB; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is seeking an AVP, Privilege Banking Service Manager to oversee branch service standards across three locations in southern Malaysia and Greater Kuala Lumpur. This onsite role requires strong leadership and a focus on customer experience.

You will manage walk-in traffic, supervise frontline staff, resolve complex enquiries, promote PIB/TMRW digital banking, and ensure compliance with service initiatives.

Qualifications

• Recognised Degree in any discipline.
• Minimum 2 years’ experience in branch or banking operations.
• Strong customer service mindset with a passion for meeting and exceeding customer expectations.

Responsibilities

• Manage walk-in traffic and overall crowd control at the branch.
• Oversee end-to-end customer journey and ensure service standards are met.
• Handle customer enquiries on banking products and services with proper follow-up.
• Promote and support digital banking adoption, including PIB/TMRW enquiries.
• Assist customers with digital banking navigation and issue resolution.
• Investigate and escalate customer complaints, fraud, and dispute cases.
• Drive branch service initiatives, campaigns, and service culture engagement.
• Process and authorize frontline banking transactions (e.g. fund transfers, TT, RENTAS, PDCR).
• Perform callback confirmations, account opening, and Safe Deposit Box access.

Skills

Customer service

Teamwork

Interpersonal skills

Problem-solving

Education

Recognised Degree in any discipline

Job description

United Overseas Bank (Malaysia) Bhd is seeking an AVP, Privilege Banking Service Manager to oversee branch service standards across three locations in southern Malaysia and Greater Kuala Lumpur. This onsite role requires strong leadership and a focus on customer experience.

You will manage walk-in traffic, supervise frontline staff, resolve complex enquiries, promote PIB/TMRW digital banking, and ensure compliance with service initiatives.