Branch Service Manager — Customer Experience & Ops

United Overseas Bank; Batu Pahat; On-site; MYR 80,000 - 120,000; Full time

Job summary

United Overseas Bank invites applications for a Branch Service Manager role in Batu Pahat (City Area). The position leads the branch service team, ensuring efficient processing of customer transactions and compliance with policy and regulatory requirements.

You will drive service quality, staff training, and cross-department collaboration to support sales, lending, and customer relationship management. A strong banking background and leadership capability are essential.

Qualifications

• Lead and manage the branch service team to deliver high performance and customer-centric service.
• Ensure accurate processing of deposits, withdrawals, transfers and bill payments.
• Maintain compliance with banking policies, procedures and regulatory requirements.

Responsibilities

• Lead and manage the branch's service team, including tellers and customer service officers, fostering a high-performance and customer-centric culture.
• Ensure the efficient and accurate processing of all customer transactions, including deposits, withdrawals, transfers, and bill payments.
• Oversee the management of cash and other negotiable instruments within the branch, ensuring compliance with internal controls and security protocols.
• Monitor and analyze branch service metrics, identify areas for improvement, and implement strategies to enhance customer satisfaction and operational effectiveness.
• Handle and resolve complex customer complaints and inquiries, escalating issues when necessary to ensure timely and satisfactory resolutions.
• Ensure strict adherence to all banking policies, procedures, compliance regulations, and internal controls to mitigate risks.
• Conduct regular staff training and development to enhance service skills, product knowledge, and operational proficiency.
• Collaborate with other branch departments (e.g., sales, lending) to support overall branch objectives and customer relationship management.
• Prepare and submit operational reports, including service performance, incident reports, and compliance reviews, to management.
• Participate in internal and external audits, ensuring all documentation and processes are in order.

Skills

Leadership

Customer service

Banking software

AML/KYC

Education

Bachelor's degree in Business Administration, Finance, Banking, or related field

Tools

Banking software

Microsoft Office

Job description

United Overseas Bank invites applications for a Branch Service Manager role in Batu Pahat (City Area). The position leads the branch service team, ensuring efficient processing of customer transactions and compliance with policy and regulatory requirements.

You will drive service quality, staff training, and cross-department collaboration to support sales, lending, and customer relationship management. A strong banking background and leadership capability are essential.