Branch Service Manager — Elevate Customer Experience

UOB; Johor; On-site; MYR 60,000 - 120,000; Full time

Job summary

2201 United Overseas Bank (Malaysia) Bhd is seeking a Branch Service Manager to oversee branch operations and optimize service quality. You will lead tellers and customer service officers, ensuring accurate processing of transactions and strict adherence to regulatory requirements.

The role requires solid banking knowledge, AML/KYC expertise, and a track record of managing teams to deliver service excellence in a fast-paced environment.

Qualifications

• Bachelor's degree in Business Administration, Finance, Banking, or related field.
• Minimum 5 years in branch operations or customer service with 2+ years in a supervisory role.
• Proven track record of leading teams to deliver service excellence.
• Strong knowledge of banking products, AML/KYC, and regulatory requirements.
• Excellent communication and problem-solving skills.
• Ability to manage multiple priorities under pressure.
• Experience with banking software and MS Office.

Responsibilities

• Lead and manage the branch service team, fostering a high-performance, customer-centric culture.
• Ensure accurate processing of deposits, withdrawals, transfers, and bill payments.
• Oversee cash and negotiable instruments, ensuring internal controls.
• Monitor branch service metrics and implement improvement strategies.
• Resolve complex customer complaints and inquiries, escalating when needed.
• Ensure compliance with banking policies, procedures, and regulations.
• Conduct regular staff training to enhance service skills and product knowledge.
• Collaborate with sales and lending to support branch objectives.
• Prepare and submit operational reports to management.
• Participate in audits, ensuring documentation and processes are in order.

Skills

Leadership

Customer service

Team management

AML/KYC understanding

Banking software

MS Office

Communication

Education

Bachelor's degree in Business Administration or related field

Tools

Banking software

Microsoft Office

Job description

2201 United Overseas Bank (Malaysia) Bhd is seeking a Branch Service Manager to oversee branch operations and optimize service quality. You will lead tellers and customer service officers, ensuring accurate processing of transactions and strict adherence to regulatory requirements.

The role requires solid banking knowledge, AML/KYC expertise, and a track record of managing teams to deliver service excellence in a fast-paced environment.