Branch Service Manager

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

Job summary

United Overseas Bank (Malaysia) Bhd, a leading ASEAN bank, seeks a branch operations professional in Kuala Lumpur to manage walk-in traffic, oversee customer journeys, and ensure service standards are met. You will handle banking product inquiries, promote digital banking, and resolve issues.

The role requires a recognized degree and at least 2 years in branch or banking operations, with a strong customer service mindset and teamwork capabilities.

Qualifications

• Recognized Degree in any discipline.
• Minimum 2 years' experience in branch or banking operations.
• Strong customer service mindset with a passion for meeting and exceeding customer expectations.
• Strong team player with collaborative mindset.
• Effective interpersonal and communication skills.
• Customer-focused with service excellence orientation.

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 elevate 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

Team player

Interpersonal skills

Communication skills

Problem solving

Education

Bachelor's degree

Job description

Company: 2201 United Overseas Bank (Malaysia) Bhd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values - Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

• 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 elevate 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 Requirement

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

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.