Manager - Business Channels (Customer Service & Operations)

Hong Leong Bank; Petaling Jaya; On-site; MYR 45,000 - 78,000; Full time

Job summary

Hong Leong Bank is seeking a Branch Banking Operations professional in Malaysia to oversee daily teller and customer service activities, ensure end-of-day balancing accuracy, and uphold internal controls. You will coach staff, manage queues, and drive branch service excellence.

The ideal candidate holds a Diploma or Degree, with SPM/STPM considered, has strong cross-selling ability, excellent interpersonal skills, and solid organizational planning to support efficient bank operations.

Qualifications

• Diploma or degree holder with relevant banking operations experience.
• SPM/STPM with related working experience considered.
• Strong cross-selling ability and customer service mindset.

Responsibilities

• End of Day financial checks, balancing, and reconciliation to prevent fraud and errors.
• Staff capacity planning and relief arrangements.
• Champion service performance in branch (queue management, customer experience).
• Approve, review and audit teller and branch transactions per internal controls.
• Ensure self-audit checks are conducted diligently.
• Relief functions as required.
• Oversee day-to-day activities of tellers and customer service executives.
• Train and coach tellers and customer service staff.
• Represent Hong Leong Bank in community relationship building.
• Drive process improvements and cost-reduction initiatives.

Skills

Cross-selling experience

Service oriented mindset

Interpersonal communication

Organization & planning

Education

Diploma/Degree

SPM/STPM with related experience

Job description

Responsibilities

• 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.

Selection Criteria

• 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.

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.