Manager - Business Channels (Customer Service & Operations)

HLB Group; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Staff management

Customer service

Operations management

Fraud awareness

Training & coaching

Community relations

Job description

## Manager - Business Channels (Customer Service & Operations)Apply: PNT-PJ NEW TOWN BR: Full time: Posted Today: End Date: December 31, 2026 (30+ days left to apply): JR0000026288**If you are looking to excel and make a difference, take a closer look at us...**(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).* Champions service performance within the branch (queue management, complaint handling, customer experience).* Approve, Review and Audit Teller and Related Branch Financial Transactio* 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.*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.*