Customer Service & Operations Manager

Hong Leong Bank Berhad; Malacca City; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial institution in Malaysia is looking for a Branch Operations Executive who will excel in service performance, audit financial transactions, and manage branch staff. This role requires a minimum Diploma/Degree and involves responsibilities such as complaint handling, training, and ensuring compliance with internal controls. The ideal candidate will possess strong cross-selling abilities and good communication skills. Join us in delivering exceptional banking services and experiences to our customers.

Qualifications

• Service Oriented Mindset is essential for the role.
• Experience in banking operations is required.
• Strong Cross-selling experience is necessary.

Responsibilities

• Champions service performance within the branch.
• Approve, Review and Audit Teller transactions.
• Staff Capacity planning and administration.

Skills

Service Oriented Mindset

Strong Cross-selling experience

Good interpersonal and communication skills

Strong organization and planning skills

Education

Minimum Diploma/Degree Holder

Related working experience in Branch Banking Operations

Job description

If you are looking to excel and make a difference, take a closer look at us…

The primary responsibility of the role includes (but is not limited to):

Responsibilities

• Champions service performance within the branch (queue management, complaint handling, customer experience).
• Approve, Review and Audit Teller and Related Branch Financial Transactions (End of Day Financial Transaction Checking, Balancing, Reconciliation, etc.) in order to Prevent and Detect Fraud and Errors.
• Staff Capacity planning (staff leave administration & relief arrangements).
• Comply to Bank’s internal control and procedures.
• Ensure Self-Audit Check is carried out diligently as required.
• Relief functions as and when required (BM).
• Oversees the Day to Day Activities of Subordinate Tellers and Customer Service Executives.
• Train and coach Tellers and Customer Service Executives.
• Represent HLB in relationship building with community.
• Process improvement and cost down initiatives.

Qualifications

• Minimum Diploma/Degree Holder. SPM/STPM with related working experience.
• Service Oriented Mindset.
• Strong Cross-selling experience.
• Banking operations, knowledge in FSA, ECM, ABM Rules, BASEL II.
• Good interpersonal and communication skills.
• Strong organization and planning skills.
• Related working experience in Branch Banking Operations.
• Required Certification/Licensing : PCE (general) and PCE (life).

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life‑long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.