Manager - Business Channels (Customer Service & Operations)

Hong Leong Bank; Petaling Jaya; On-site; MYR 47,000 - 76,000; Full time

Job summary

Hong Leong Bank is seeking a Branch Operations Supervisor to oversee daily teller and CSE activities, ensuring accurate transaction handling and strict adherence to internal controls. The role includes approving high-value transactions, leading staff performance reviews, and driving customer growth.

The ideal candidate has a diploma or degree with banking operations experience, strong organizational skills, and a service-oriented mindset to maintain service quality across a busy branch.

Qualifications

• Education/qualification as above with related experience in banking or financial institutions.
• Experience in banking operations within financial institutions or related fields.
• Familiarity with banking compliance and AML rules (BSA, FATCA) and related licensure.

Responsibilities

• Execute and control branch financial transactions with accuracy.
• Approve, review and audit teller transactions to prevent fraud and errors.
• Manage day-to-day activities of tellers and customer service staff (CSEs).
• Ensure internal controls and compliance are not compromised.
• Staff capacity planning including leave administration and relief arrangements.
• Drive branch deposits growth and customer cross-selling while achieving targets.

Skills

Service mindset

Banking ops

Customer service

Attention to detail

Education

Diploma or Degree

SPM/STPM

Job description

If you are looking to excel and make a difference, take a closer look at us… Responsible for both the execution and control of branch financial transactions. Will accept and process transactions directly from customers during peak periods. Approves high value transactions for junior staff. Will manage subordinate Tellers and CSEs daily activities. Executes back office processing and control functions when not directly serving customers or managing staff.

Key Responsibilities and Accountabilities Functional (job responsibilities)

• Ensure internal control and compliance are not compromised.
• Champions service performance within the branch (queue management, complaint handling, SST uptime, customer experience)
• Approve, Review and Audit Teller and Related Branch Financial Transactions (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)
• Ensure Self-Audit Check is carried out diligently as required
• Succession Planning for 2nd liners to take on higher role, i.e. CSOM position
• Drive CASA deposit base growth and customer growth and cross selling to achieve branch ops target assigned.
• Work towards Unit Trust and Banca certification.
• Relief Branch Manager functions as and when required.

Managerial (team/group responsibilities)

• Oversees the Day to Day Activities of Subordinate Tellers and CSEs
• Train & coach Tellers & CSEs Performance Review

Organizational (organizational responsibilities)

• Represent HLB in relationship building with community
• Process improvement & cost down initiatives

Jobholder Requirements

• Education/Qualification Minimum Diploma/Degree Holder SPM/STPM with related working experience
• Experience Related working experience in Financial Institution or related fields (banking operations)
• Special Skills Service Oriented Mindset Banking operations, knowledge in BSA, ECM, ABM Rules, BASEL II, FATCA
• Good interpersonal & communication skills
• Strong organization & planning skills
• Certification/Licensing Requirements PCE (general), 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.