Manager & Business Channels (Customer Service & Operations)

Hong Leong Bank Berhad; Kedah; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading financial institution in Malaysia is seeking a Customer Service & Operations Manager for the Serdang branch, Kedah. This role involves leading branch operations, enhancing customer service, managing a team, and achieving sales targets. Ideal candidates should possess strong leadership, interpersonal skills, and at least 4 to 5 years of related experience. Join a dynamic team and grow your career in a forward-thinking environment.

Qualifications

• Minimum of 4 to 5 years of relevant experience in customer service or retail management.
• Strong leadership and team training capabilities.
• Ability to think and act independently.

Responsibilities

• Lead daily branch operations and mentor the team.
• Solicit leads and achieve sales targets through various activities.
• Provide excellent customer service and handle complaints effectively.

Skills

Customer service management

People management

Stakeholder management

Sales skills

Interpersonal skills

Education

Degree/Diploma/Professional Certification

Job description

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

We’re hiring for Customer Service & Operations Manager (Serdang branch, Kedah)

An exciting opportunity is now available for suitable candidates to take the next step in their career to enhance their Customer Service Management, People Management, Branch & Banking Operations, Stakeholder management (employee, customer, community) skills as a 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 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.

Requirements

• Malaysian citizen
• A Degree/ Diploma/ Professional Certification in any field from a recognised 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

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.