Manager - Business Channels (Customer Service & Operations)

Hong Leong Bank Berhad; Selangor; On-site; MYR 40,000 - 60,000; Full time

Job summary

Hong Leong Bank Berhad in Malaysia seeks a Branch Operations professional to execute and control daily financial transactions, approve high-value items, and manage tellers and customer service associates during peak periods.

The role emphasizes internal controls, service performance, staff planning, and cross-selling to meet branch targets. A Diploma/ Degree or SPM/STPM with relevant experience is required, with opportunities for growth within a nationwide banking network.

Qualifications

• Minimum Diploma/Degree holder.
• SPM/STPM with related working experience.
• Experience in Financial Institution or banking operations.

Responsibilities

• Ensure internal control and compliance are not compromised.
• Champion service performance within the branch (queue management, complaint handling).
• Approve, Review and Audit Teller and related branch transactions to prevent fraud and errors.
• Staff capacity planning and relief arrangements.
• Drive CASA deposit base growth and cross-selling to achieve branch ops targets.
• Relief Branch Manager functions as required.
• Oversee day-to-day activities of tellers and CSEs; train and coach staff.

Skills

Service oriented

Banking operations

Interpersonal skills

Communication skills

Education

Diploma/Degree

SPM/STPM with related experience

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 Indicate the minimum requirements expected of a jobholder in order to perform the job satisfactorily

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.