Branch Service Leader – Elevate Customer Experience

United Overseas Bank Limited; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

United Overseas Bank Limited (UOB) is seeking a Branch Service Manager in Kuala Lumpur (City Area). The role focuses on managing walk-in traffic, supervising the customer journey, and ensuring high service standards at the branch.

You will handle customer inquiries and promote digital banking adoption to enhance customer experience. Requirements include a recognized degree and a minimum of 2 years’ experience in branch or banking operations, with a strong customer-service orientation and

Qualifications

• Recognized Degree in any discipline.
• Minimum 2 years’ experience in branch or banking operations.
• Strong customer service mindset with a commitment to meeting/exceeding customer expectations.
• Strong teamwork and effective interpersonal/communication 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 escalate 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.

Skills

Customer service

Teamwork

Interpersonal skills

Communication skills

Education

Recognized degree

Job description

United Overseas Bank Limited (UOB) is seeking a Branch Service Manager in Kuala Lumpur (City Area). The role focuses on managing walk-in traffic, supervising the customer journey, and ensuring high service standards at the branch.

You will handle customer inquiries and promote digital banking adoption to enhance customer experience. Requirements include a recognized degree and a minimum of 2 years’ experience in branch or banking operations, with a strong customer-service orientation and