Branch Service Manager (Kulai)

United Overseas Bank (Malaysia) Bhd; Kulai; On-site; MYR 36,000 - 60,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd invites applications for a role focused on Service Excellence and Customer Experience in our branch network. You will engage with customers professionally and direct queries to the right channels.

Responsibilities include handling account opening per policies, promoting digital self-service tools, and supporting branch service initiatives to raise overall customer satisfaction.

Qualifications

• Excellent customer service skills and professional communication.
• Ability to guide customers to appropriate channels and resolve queries.
• Comfort using digital self-service platforms and basic banking tools.

Responsibilities

• Attend to customers professionally and manage their queries.
• Fulfill inquiries with first contact resolution or proper follow-through.
• Promote and educate customers on digital/self-service platforms.
• Handle account opening in line with policies and regulatory requirements.
• Support branch service initiatives and maintain high service standards.

Skills

Customer service

Communication

Digital tools

Tools

CRM system

MS Office

Job description

Company: 2201 United Overseas Bank (Malaysia) Bhd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

1. 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.

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.

3. 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.

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.

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