Banking Customer Experience & Operations Leader

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Hong Leong Bank Berhad in Klang Valley is seeking a Customer Service & Operations Manager to lead daily branch operations, mentor the operations team, and drive customer service excellence and cross-selling of banking products.

Reporting to the Branch Manager, you will uphold policy, regulatory standards, and handle customer inquiries or escalations promptly while building strong customer relationships.

Qualifications

• 4–5 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 ability to guide and train a team of staff to achieve Service & Cross Selling standards.
• Good interpersonal and communication, organisational and planning skills.
• Welcomes new challenges and possesses a ‘Think-Act-Own’ attitude to see through planned and unplanned deliverables to completion.

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.
• To actively cross selling 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
• Product knowledge / Selling skills / Market intelligence / Competitor’s check
• Comply to statutory requirements and sales compliance in relation to FSA, KYC, AMLA and all relevant internal policies & procedures and sales compliance.

Skills

People management

Leadership

Interpersonal skills

Organizational skills

Communication

Education

Degree or Diploma

Professional Certification

Job description

Hong Leong Bank Berhad in Klang Valley is seeking a Customer Service & Operations Manager to lead daily branch operations, mentor the operations team, and drive customer service excellence and cross-selling of banking products.

Reporting to the Branch Manager, you will uphold policy, regulatory standards, and handle customer inquiries or escalations promptly while building strong customer relationships.