Branch Service Manager

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

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 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 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.

Unlock job insights

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United Overseas Bank ("UOB") was incorporated on 6 August 1935 as the United Chinese Bank. Founded by Datuk Wee Kheng Chiang, the Bank catered mainly to the Fujian community in its early years. The change of name was effected in 1965. Over the past 76 years, UOB has grown from strength to strength. Through a series of acquisitions, it is now a leading bank in Asia. Besides Far Eastern Bank in Singapore, UOB’s major banking subsidiaries in the region are United Overseas Bank (Malaysia), United Overseas Bank (Thai), PT Bank UOB Buana and United Overseas Bank (China). Today, the UOB Group has a network of over 500 offices in 19 countries and territories in Asia Pacific, Western Europe and North America.

UOB (Malaysia) offers an extensive range of commercial and personal financial services through its branches, subsidiaries and associate companies: commercial lending, investment banking, treasury services, trade services, cash management, home loans, credit cards, wealth management, general insurance and life assurance.

United Overseas Bank ("UOB") was incorporated on 6 August 1935 as the United Chinese Bank. Founded by Datuk Wee Kheng Chiang, the Bank catered mainly to the Fujian community in its early years. The change of name was effected in 1965. Over the past 76 years, UOB has grown from strength to strength. Through a series of acquisitions, it is now a leading bank in Asia. Besides Far Eastern Bank in Singapore, UOB’s major banking subsidiaries in the region are United Overseas Bank (Malaysia), United Overseas Bank (Thai), PT Bank UOB Buana and United Overseas Bank (China). Today, the UOB Group has a network of over 500 offices in 19 countries and territories in Asia Pacific, Western Europe and North America.

UOB (Malaysia) offers an extensive range of commercial and personal financial services through its branches, subsidiaries and associate companies: commercial lending, investment banking, treasury services, trade services, cash management, home loans, credit cards, wealth management, general insurance and life assurance.