AVP, Service Relationship Manager – Emerging Enterprise

United Overseas Bank (Malaysia) Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is seeking an AVP, Service Relationship Manager for Emerging Enterprise in Kuala Lumpur. You will manage high-touch servicing, coordinate with internal teams, and support loan, trade, and digital banking inquiries to deliver seamless client experiences.

In this role you will uphold AML/CFT and policy requirements, monitor escalations, and partner with Relationship Managers and product teams to drive service improvements across the enterprise portfolio.

Responsibilities

• Handle inbound calls, emails, and servicing requests from Business Banking customers.
• Resolve customer enquiries efficiently through First Contact Resolution (FCR) whenever possible.
• Provide professional support on banking products, transaction services, internet banking, loans, trade finance, and account-related matters.
• Coordinate with internal stakeholders to ensure prompt closure of customer requests and complaints.
• Manage and process inbound requests received from Business Banking stakeholders.
• Support Loan-related enquiries including redemption requests, outstanding balances, fire insurance matters, prepayments, and security document requests.
• Support Trade Finance requests including Offering Sheets, Bank Guarantees, Invoice Financing, and related documentation.
• Handle Business Internet Banking (BIB) requests, fixed deposit enquiries, transaction-related matters, and operational escalations.
• Ensure requests are properly documented, complete, and routed to the appropriate processing teams.
• Act as a central coordination point for customer complaints and service recovery cases.
• Monitor progress of escalated cases and ensure customers receive timely updates.
• Maintain ownership of issues until resolution and closure.
• Escalate high-risk, sensitive, or regulatory-related matters to management when necessary.
• Adhere to Bank policies, regulatory requirements, AML/CFT guidelines, and operational procedures.
• Ensure customer instructions and supporting documents meet policy requirements before processing.
• Identify potential operational risks and expedite exceptions promptly.
• Maintain customer confidentiality and data security standards.
• Work closely with Relationship Managers, Sales Teams, CMOC, TROC, Product Teams, and Branches.
• Facilitate effective communication between customers and internal processing units.
• Provide advisory support to internal stakeholders on servicing processes and requirements.
• Support process improvement and transformation initiatives to enhance efficiency and customer experience.

Job description

United Overseas Bank (Malaysia) Bhd is seeking an AVP, Service Relationship Manager for Emerging Enterprise in Kuala Lumpur. You will manage high-touch servicing, coordinate with internal teams, and support loan, trade, and digital banking inquiries to deliver seamless client experiences.

In this role you will uphold AML/CFT and policy requirements, monitor escalations, and partner with Relationship Managers and product teams to drive service improvements across the enterprise portfolio.