Manager - Business Channels (Customer Service & Operations)

Hong Leong Bank Berhad; Sarawak; On-site; MYR 70,000 - 90,000; Full time

Job summary

Hong Leong Bank Berhad in Malaysia is seeking a Customer Service & Operations Manager to oversee daily branch operations. This role focuses on leading the operations team and ensuring compliance with regulatory standards while providing excellent customer service.

The ideal candidate should possess a Degree or Diploma, with at least 4 to 5 years of related experience, strong leadership abilities, and excellent interpersonal skills. Join us to make a significant impact!

Qualifications

• Malaysian citizen.
• Minimum 4 to 5 years of experience in branch customer service or retail management.
• Strong leadership skills to guide the team.

Responsibilities

• Solicit leads through various sales activities.
• Cross-sell banking/financial products actively.
• Build rapport with customers to enhance loyalty.

Skills

People management

Communication skills

Organizational skills

Education

Degree/Diploma/Professional Certification

Job description

Customer Service & Operations Manager

Reporting to the Branch Manager, our Customer Service and Operations Manager is responsible to maintain seamless daily branch operations through leading, guiding, and mentoring the operations team. The role includes maintaining HLB’s policies, standards, compliance to BNM regulatory reporting and receiving customer inquiries or complaint escalation in a timely manner.

Job 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.
• To actively cross selling 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.

Requirements

• Malaysian citizen
• A Degree/ Diploma/ Professional Certification in any field from a recognized College/ University
• With minimum of 4 to 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 of staff 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