Branch Operations & Customer Experience Manager

Hong Leong Bank; Petaling Jaya; On-site; MYR 45,000 - 78,000; Full time

Job summary

Hong Leong Bank is seeking a Branch Banking Operations professional in Malaysia to oversee daily teller and customer service activities, ensure end-of-day balancing accuracy, and uphold internal controls. You will coach staff, manage queues, and drive branch service excellence.

The ideal candidate holds a Diploma or Degree, with SPM/STPM considered, has strong cross-selling ability, excellent interpersonal skills, and solid organizational planning to support efficient bank operations.

Qualifications

• Diploma or degree holder with relevant banking operations experience.
• SPM/STPM with related working experience considered.
• Strong cross-selling ability and customer service mindset.

Responsibilities

• End of Day financial checks, balancing, and reconciliation to prevent fraud and errors.
• Staff capacity planning and relief arrangements.
• Champion service performance in branch (queue management, customer experience).
• Approve, review and audit teller and branch transactions per internal controls.
• Ensure self-audit checks are conducted diligently.
• Relief functions as required.
• Oversee day-to-day activities of tellers and customer service executives.
• Train and coach tellers and customer service staff.
• Represent Hong Leong Bank in community relationship building.
• Drive process improvements and cost-reduction initiatives.

Skills

Cross-selling experience

Service oriented mindset

Interpersonal communication

Organization & planning

Education

Diploma/Degree

SPM/STPM with related experience

Job description

Hong Leong Bank is seeking a Branch Banking Operations professional in Malaysia to oversee daily teller and customer service activities, ensure end-of-day balancing accuracy, and uphold internal controls. You will coach staff, manage queues, and drive branch service excellence.

The ideal candidate holds a Diploma or Degree, with SPM/STPM considered, has strong cross-selling ability, excellent interpersonal skills, and solid organizational planning to support efficient bank operations.