Branch Service Leader: Customer Experience & Digital Banking

United Overseas Bank (Malaysia) Bhd; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is hiring for a Branch Operations role to manage walk-in traffic, oversee end-to-end customer journeys, and handle enquiries with timely follow-up.

The position requires a recognised degree and at least 2 years’ experience in branch or banking operations, with a strong customer-service mindset and teamwork. You will promote digital banking and assist customers with navigation and issue resolution.

Qualifications

• Recognized Degree in any discipline
• Minimum 2 years’ experience in branch or banking operations
• Strong customer service mindset
• Strong team player with collaborative mindset
• Effective interpersonal and communication skills
• Customer-focused with service excellence orientation
• Sound problem-solving and issue-resolution skills

Responsibilities

• Manage walk-in traffic and overall crowd control at the branch
• Oversee end-to-end customer journey and ensure service standards are met
• Handle customer enquiries on banking products and services with proper follow-up
• Promote and support digital banking adoption, including PIB/TMRW enquiries
• Assist customers with digital banking navigation and issue resolution
• Investigate and upscale customer complaints, fraud, and dispute cases
• Drive branch service initiatives, campaigns, and service culture engagement
• Conduct service-related briefings and staff updates
• Process and authorize frontline banking transactions (e.g. fund transfers, TT, RENTAS, PDCR)
• Perform callback confirmations, account opening, and Safe Deposit Box access
• Manage EWF handling, off-site AO processing, and FD maintenance
• Oversee administrative duties including Centre upkeep, billing, inventory, and document management

Job description

United Overseas Bank (Malaysia) Bhd is hiring for a Branch Operations role to manage walk-in traffic, oversee end-to-end customer journeys, and handle enquiries with timely follow-up.

The position requires a recognised degree and at least 2 years’ experience in branch or banking operations, with a strong customer-service mindset and teamwork. You will promote digital banking and assist customers with navigation and issue resolution.