Branch Service Leader & Digital Champion

UOB; Johor; On-site; MYR 36,000 - 48,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is seeking a customer-focused professional to drive service excellence and digital adoption at the branch level. You will handle queries, promote digital channels, and coach staff to maintain high service standards in daily operations.

Responsibilities include managing customer needs with first-contact resolution, processing account openings per regulatory guidelines, and supporting cross-selling of the Bank’s products.

Qualifications

• Attend to customers professionally, manage their queries, and direct them to the appropriate channels.
• Handle customer requests promptly and accurately to meet their needs.
• Respond to and fulfil customer inquiries with first contact resolution or follow-through where required.
• Build rapport with customers through positive interactions and delivering excellent service.
• Advise, promote, and educate customers on adopting digital and self-service platforms.

Responsibilities

• Act as Service and Digital Champion to support branch service delivery.
• Lead communication on service-related matters, including briefings, updates, and service quality standards.
• Build and develop staff competencies in Service & Digital through coaching and experience sharing.
• Spearhead branch service initiatives and campaigns to drive service excellence culture.
• Project a professional image at all times through high standards of personal grooming.
• Participation in projects and attachments to Learning Journeys – when required.
• Handle account opening according to stipulated processes, guidelines, and regulatory requirements.
• Exercise vigilance in daily operations and highlight any unusual or suspicious transactions.
• Comply with all operational controls, regulatory requirements, and audit procedures.
• Perform operational tasks and daily branch operations as required to support compliance and efficiency.
• Support and perform customer acquisition onsite and offsite through CEP and other programs to onboard customers.
• Identify opportunities to promote and cross-sell the Bank’s products and services.
• Act as Product and Digital Champion to support business activities in collaboration with Business Units.
• Monitor and support the branch’s referral and digital performance indicators.

Job description

United Overseas Bank (Malaysia) Bhd is seeking a customer-focused professional to drive service excellence and digital adoption at the branch level. You will handle queries, promote digital channels, and coach staff to maintain high service standards in daily operations.

Responsibilities include managing customer needs with first-contact resolution, processing account openings per regulatory guidelines, and supporting cross-selling of the Bank’s products.