Customer Service & Operations Lead — Growth & Impact

Hong Leong Bank Berhad; Sarawak; On-site; MYR 90,000 - 150,000; Full time

Job summary

Hong Leong Bank Berhad in Malaysia is hiring a Customer Service & Operations Manager to lead daily branch operations, mentor the operations team, and ensure compliance with policies and regulatory standards.

Reporting to the Branch Manager, the role involves driving customer service excellence, growing product holdings through cross-selling, and managing stakeholder relationships across staff, customers, and the community.

Qualifications

• Malaysian citizenship is required.
• Degree/ Diploma/ Professional Certification in any field from a recognised College/ University.
• 4–5 years of related working experience, ideally in a Branch Customer Service, Branch Sales Role or in Retail outlet management.
• Strong people management and leadership skills; with ability to guide and train a team to achieve Service & Cross Selling standards.
• Good interpersonal and communication, organisational and planning skills.
• Welcome new challenges and possess a 'Think-Act-Own' attitude to see through planned and unplanned deliverables to completion.

Responsibilities

• Solicit leads via referrals and cold calls for sales via marketing visits, telemarketing, launches, road shows and any other sales activities to achieve sales targets.
• Actively cross-sell Banking/Financial products.
• Assess/evaluate and propose credit applications diligently.
• Build rapport and relationship with chosen customers to establish loyalty and repeated sales and increase product holding.
• Provide excellent customer service and uphold professionalism to reflect Bank’s image.
• Product knowledge / Selling skills / Market intelligence / Competitor’s check.
• Comply to statutory requirements and sales compliance in relation to FSA, KYC, AMLA and all relevant internal policies & procedures and sales compliance.

Skills

People management

Leadership

Interpersonal skills

Communication skills

Education

Degree/ Diploma/ Certification

Job description

Hong Leong Bank Berhad in Malaysia is hiring a Customer Service & Operations Manager to lead daily branch operations, mentor the operations team, and ensure compliance with policies and regulatory standards.

Reporting to the Branch Manager, the role involves driving customer service excellence, growing product holdings through cross-selling, and managing stakeholder relationships across staff, customers, and the community.