AVP, Privilege Banking Service Manager

2201 United Overseas Bank (Malaysia) Bhd; Johor Bahru; On-site; MYR 36,000 - 60,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is hiring for branch operations across southern regions and Greater Kuala Lumpur. The role focuses on handling walk-in traffic, ensuring service standards, and guiding customers through banking products and digital channels.

You will manage customer enquiries, resolve issues, and support service initiatives. A strong customer-service mindset, teamwork, and communication are essential for success in this role.

Qualifications

• Minimum 2 years’ experience in branch or banking operations.
• Strong customer service mindset with a passion for meeting and exceeding customer expectations.
• Strong team player with collaborative mindset.
• Effective interpersonal and communication skills.

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).
• Oversee administrative duties including centre upkeep, billing, inventory, and document management.

Skills

Customer service mindset

Team player

Interpersonal communication

Problem solving

Job description

Company: 2201 United Overseas Bank (Malaysia) Bhd

About UOB United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

This hiring initiative spans three locations—two based in the Southern region of Malaysia and one located within Greater Kuala Lumpur.

• 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 escalation customer complaints, fraud, and dispute cases
• Drive branch service initiatives, campaigns, and service culture engagement
• Conduct service‑related briefings and staff updates
• Process and authorize frontline banking transactions (e.g. 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

Job Requirement

• Minimum 2 years’ experience in branch or banking operations
• Strong customer service mindset with a passion for meeting and exceeding customer expectations
• Strong team player with collaborative mindset
• Effective interpersonal and communication skills
• Customer‑focused with service excellence orientation
• Sound problem‑solving and issue‑resolution skills

Additional Requirements

• Develop, Engage, Execute, Strategise
• Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non‑merit factors.

All employment decisions at UOB are based on business needs, job requirements and qualifications.

If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America.