Branch Manager (PJ Uptown Branch)

Hong Leong Assurance; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a dynamic operations manager to lead a customer service team. This role involves evaluating team efficiency, coordinating functions, and implementing quality standards to enhance customer experiences. The ideal candidate will have a strong background in the financial sector, with proven leadership and analytical skills. You will be responsible for identifying areas for improvement, developing training plans, and ensuring compliance with quality management standards. Join a forward-thinking company that values customer satisfaction and operational excellence, and make a significant impact on service quality and team performance.

Qualifications

• Minimum 5 years in Financial industry or customer service.
• At least 3 years of customer service management experience.

Responsibilities

• Manage branch operations to ensure quality customer service.
• Evaluate and improve customer service team efficiency.

Skills

Customer Service Management

Leadership

Analytical Skills

Negotiation Skills

Microsoft Office

Education

Degree in Management

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft PowerPoint

Job description

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In this role, you will be managing branch's operations to ensure providing quality customer service experience to clients.

You'll be doing

• Evaluate efficiency of customer service team and customer service functions.
• Coordinate between the various functions to ensure maximization of efficiency of process.
• Leverage on resources to discover root cause and correct operational issues.
• Measure and evaluate QMS to ensure meet the SLAs and departmental Quality Objective for ISO 9001:2008.
• Identify the area for improvement.
• Discuss with the relevant parties to work out the development plan.
• Plan and execute the scheduled meeting and tracking on the project progress.
• Communicate to the branches and other departments affected by the changes.
• Provide leadership and direction to CS team.
• Identify and develop second liners for succession planning.
• Enhancement of staff product and technical knowledge for optimal performance.
• Review training needs to improve customer service skills.
• Establish quality standards and implementation of process improvement initiatives with reliable and accurate metrics.
• Evaluate, plan and execute strategies for CS team to provide and maintain the quality service.
• Review risk management, operational risks and compliance issues.
• Avoid and minimize audit and inspection irregularities.
• Other duties and projects as assigned by the Management.

What we're looking for

• Candidates should obtain at least a Degree in Management related field.
• Minimum 5 years of experience in Financial industry / Banking / Insurance or customer service field.
• Minimum 3 years of customer service experience and managing skill are required for this position.
• Well versed with Microsoft Office knowledge (Word, Excel, Access, Powerpoint).
• Customer-oriented and good negotiation skill.
• Good leadership and analytical skill.

How do your skills match this job?

Your application will include the following questions:

• What's your expected monthly basic salary?
• Which of the following statements best describes your right to work in Malaysia?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a branch manager?
• Which of the following Microsoft Office products are you experienced with?
• Do you have customer service experience?