Branch Service Manager (Kulai)

UOB; Johor; On-site; MYR 36,000 - 48,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is seeking a customer-focused professional to drive service excellence and digital adoption at the branch level. You will handle queries, promote digital channels, and coach staff to maintain high service standards in daily operations.

Responsibilities include managing customer needs with first-contact resolution, processing account openings per regulatory guidelines, and supporting cross-selling of the Bank’s products.

Qualifications

• Attend to customers professionally, manage their queries, and direct them to the appropriate channels.
• Handle customer requests promptly and accurately to meet their needs.
• Respond to and fulfil customer inquiries with first contact resolution or follow-through where required.
• Build rapport with customers through positive interactions and delivering excellent service.
• Advise, promote, and educate customers on adopting digital and self-service platforms.

Responsibilities

• Act as Service and Digital Champion to support branch service delivery.
• Lead communication on service-related matters, including briefings, updates, and service quality standards.
• Build and develop staff competencies in Service & Digital through coaching and experience sharing.
• Spearhead branch service initiatives and campaigns to drive service excellence culture.
• Project a professional image at all times through high standards of personal grooming.
• Participation in projects and attachments to Learning Journeys – when required.
• Handle account opening according to stipulated processes, guidelines, and regulatory requirements.
• Exercise vigilance in daily operations and highlight any unusual or suspicious transactions.
• Comply with all operational controls, regulatory requirements, and audit procedures.
• Perform operational tasks and daily branch operations as required to support compliance and efficiency.
• Support and perform customer acquisition onsite and offsite through CEP and other programs to onboard customers.
• Identify opportunities to promote and cross-sell the Bank’s products and services.
• Act as Product and Digital Champion to support business activities in collaboration with Business Units.
• Monitor and support the branch’s referral and digital performance indicators.

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

• Service Excellence & Customer Experience
• Attend to customers professionally, manage their queries, and direct them to the appropriate channels.
• Handle customer requests promptly and accurately to meet their needs.
• Respond to and fulfil customer inquiries with first contact resolution or follow-through where required.
• Build rapport with customers through positive interactions and delivering excellent service.
• Advise, promote, and educate customers on adopting digital and self-service platforms.
• Act as Service and Digital Champion to support branch service delivery.
• Lead communication on service-related matters, including briefings, updates, and service quality standards.
• Build and develop staff competencies in Service & Digital through coaching and experience sharing.
• Spearhead branch service initiatives and campaigns to drive service excellence culture.
• Project a professional image at all times through high standards of personal grooming.
• Participation in projects and attachments to Learning Journeys – when required.
• Compliance, Risk & Operational Control
• Handle account opening according to stipulated processes, guidelines, and regulatory requirements.
• Exercise vigilance in daily operations and highlight any unusual or suspicious transactions.
• Comply with all operational controls, regulatory requirements, and audit procedures.
• Perform operational tasks and daily branch operations as required to support compliance and efficiency.
• Digital Advocacy, Customer Acquisition & Business Referral Support
• Support and perform customer acquisition onsite and offsite through CEP and other programs to onboard customers.
• Identify opportunities to promote and cross-sell the Bank’s products and services.
• Act as Product and Digital Champion to support business activities in collaboration with Business Units.
• Monitor and support the branch’s referral and digital performance indicators.

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.