Manager - Customer Service & Operations (Klang Valley)

Hong Leong Bank; Klang City; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hong Leong Bank is seeking a Customer Service & Operations Manager for the Klang Valley to lead the branch operations team, ensure seamless daily operations, and uphold service standards. Reporting to the Branch Manager, you will drive customer service excellence, guide sales activities, and ensure compliance with regulatory requirements.

The role requires strong people leadership, cross-functional collaboration, and a focus on delivering high-quality customer experiences across banking

Qualifications

• Malaysian citizen.
• 4–5 years of related experience in Branch Customer Service or Branch Sales roles or Retail outlet management.
• Strong people management and leadership skills.
• Good interpersonal and communication, organisational and planning skills.

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.

Skills

People management

Leadership

Communication

Organisational planning

Education

Degree / Diploma

Job description

Customer Service & Operations Manager (Klang Valley)

If you are looking to excel and make a difference, take a closer look at us… We're hiring for Customer Service & Operations Manager (Klang Valley) 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 unplanned deliverables to completion

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.

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.