Branch Customer Success & Operations Lead

Hong Leong Bank; Malaysia; On-site; MYR 60,000 - 120,000; Full time

Job summary

Hong Leong Bank in Kuala Lumpur is seeking a Customer Service & Operations Manager (KL Main Branch) to lead the operations team, oversee daily banking activities, and uphold service standards. Reporting to the Branch Manager, you will guide staff, manage customer inquiries, and ensure compliance with regulatory requirements.

The role emphasizes people management, relationship building with customers, and cross-selling of banking products while maintaining the bank's digital-first ethos and

Qualifications

• Minimum 4–5 years of related experience in branch customer service or retail banking.
• Proven ability to lead and mentor a team to achieve service and cross-selling targets.
• Strong communication, interpersonal, and organizational skills.

Responsibilities

• Lead and mentor the branch operations team to ensure seamless daily activities.
• Drive customer service excellence and maintain bank image.
• Solicit leads through referrals, telemarketing, events to meet sales targets.
• Cross-sell banking products and assess credit applications diligently.
• Build relationships with customers for loyalty and increased product holdings.
• Ensure compliance with FSA, KYC, AMLA and internal policies.
• Report to Branch Manager and manage stakeholder relations.

Skills

People management

Leadership

Interpersonal skills

Communication skills

Organisational skills

Planning skills

Education

Degree or Diploma

Job description

Hong Leong Bank in Kuala Lumpur is seeking a Customer Service & Operations Manager (KL Main Branch) to lead the operations team, oversee daily banking activities, and uphold service standards. Reporting to the Branch Manager, you will guide staff, manage customer inquiries, and ensure compliance with regulatory requirements.

The role emphasizes people management, relationship building with customers, and cross-selling of banking products while maintaining the bank's digital-first ethos and