Manager - Business Channels (Customer Service & Operations)

Hong Leong Bank; Malaysia; On-site; MYR 60,000 - 120,000; Full time

Job summary

Hong Leong Bank in Kuala Lumpur is seeking a Customer Service & Operations Manager (KL Main Branch) to lead the operations team, oversee daily banking activities, and uphold service standards. Reporting to the Branch Manager, you will guide staff, manage customer inquiries, and ensure compliance with regulatory requirements.

The role emphasizes people management, relationship building with customers, and cross-selling of banking products while maintaining the bank's digital-first ethos and

Qualifications

• Minimum 4–5 years of related experience in branch customer service or retail banking.
• Proven ability to lead and mentor a team to achieve service and cross-selling targets.
• Strong communication, interpersonal, and organizational skills.

Responsibilities

• Lead and mentor the branch operations team to ensure seamless daily activities.
• Drive customer service excellence and maintain bank image.
• Solicit leads through referrals, telemarketing, events to meet sales targets.
• Cross-sell banking products and assess credit applications diligently.
• Build relationships with customers for loyalty and increased product holdings.
• Ensure compliance with FSA, KYC, AMLA and internal policies.
• Report to Branch Manager and manage stakeholder relations.

Skills

People management

Leadership

Interpersonal skills

Communication skills

Organisational skills

Planning skills

Education

Degree or Diploma

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 (KL Main Branch) 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 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 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 unplan…

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. Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology. As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.