Branch Customer Experience Leader

HSBC Group; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

HSBC Bank Malaysia Berhad is seeking an experienced Customer Service Manager to lead our branch’s customer service team, ensuring service excellence and efficient daily operations while embedding strong risk controls and compliance.

The role involves coaching staff, resolving escalated inquiries, promoting digital banking, achieving service standards, and supporting Premier relationships, with a focus on Shariah-compliant sales and high-quality customer experience.

Qualifications

• 6–9 years in supervisory role in banking operations.
• Strong understanding of Wealth and Personal Banking products.
• Proven track record of driving excellent customer service standards.
• Excellent planning/organization and analytical thinking.
• Adaptable and able to work under pressure with a hands-on coaching style.

Responsibilities

• Champion a customer-first culture and resolve escalated issues.
• Oversee branch operations and ensure data integrity and compliance.
• Identify cross-selling opportunities and support sales campaigns.
• Manage risk, compliance, CDD/KYC, and Shariah-related requirements.
• Lead, coach and develop staff to improve performance and service quality.

Skills

Leadership

Customer service

Compliance

Shariah knowledge

Coaching staff

Risk management

Job description

HSBC Bank Malaysia Berhad is seeking an experienced Customer Service Manager to lead our branch’s customer service team, ensuring service excellence and efficient daily operations while embedding strong risk controls and compliance.

The role involves coaching staff, resolving escalated inquiries, promoting digital banking, achieving service standards, and supporting Premier relationships, with a focus on Shariah-compliant sales and high-quality customer experience.