Channel Operations Manager — Customer Service Leader

Hong Leong Bank; Kuala Lumpur; Presencial; MYR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Hong Leong Bank in Kuala Lumpur, Malaysia invites applications for a Manager - Business Channels (Customer Service & Operations). The role focuses on fraud prevention, service performance, staff supervision and continuous process improvements to enhance customer experience across the branch network.

The position requires overseeing tellers and customer service executives, capacity planning, audits, and community relationship building. It offers full-time work with local market responsibilities.

Formación

• Experience in branch customer service and operations is preferred.
• Ability to manage tellers and customer service staff.
• Familiarity with internal controls and branch audits.

Responsabilidades

• Staff capacity planning including leave administration and relief scheduling.
• Lead service performance in the branch: queue management, customer experience and complaint handling.
• Approve, review and audit teller and related branch financial transactions.
• Ensure Self-Audit checks are performed diligently.
• Provide relief functions as required (BM).
• Oversee day-to-day activities of tellers and customer service executives.
• Train and coach tellers and customer service staff.
• Represent Hong Leong Bank in relationship building with the community.
• Drive process improvement and cost-reduction initiatives.

Conocimientos

Staff management

Customer service

Operations management

Fraud awareness

Training & coaching

Community relations

Descripción del empleo

Hong Leong Bank in Kuala Lumpur, Malaysia invites applications for a Manager - Business Channels (Customer Service & Operations). The role focuses on fraud prevention, service performance, staff supervision and continuous process improvements to enhance customer experience across the branch network.

The position requires overseeing tellers and customer service executives, capacity planning, audits, and community relationship building. It offers full-time work with local market responsibilities.