Manager & Customer Service & Operations

Hong Leong Bank Berhad; West Coast Division; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading financial institution seeks a Customer Service & Operations Manager in Sabah, Malaysia. Responsibilities include managing branch financial transactions, ensuring compliance, and training subordinates. The role demands 5+ years in banking operations, excellent interpersonal skills, and a service-oriented mindset. The successful candidate will drive customer growth and manage day-to-day branch activities. This position offers an opportunity to shape branch operations and train staff effectively.

Qualifications

• Minimum of 5 years of experience in Financial Institution or related fields.
• Knowledge in BSA, ECM, ABM Rules, BASEL II, FATCA is preferred.
• Qualified candidates should possess good communication skills.

Responsibilities

• Manage branch financial transactions and staff activities.
• Ensure compliance and internal control are not compromised.
• Approve and audit transactions to prevent fraud and errors.
• Train and coach Tellers and Customer Service Executives.

Skills

Service Oriented Mindset

Banking operations knowledge

Good interpersonal skills

Strong organizational skills

Education

Degree in Banking, Finance, Business Studies or related field

Job description

Overview:

The Customer Service & Operations Manager's key responsibility is to execute and control of branch financial transactions. The incumbent will accept and process transactions directly from customers, approves high value transactions for junior staff, manage subordinate Tellers and Customer Service Executives daily activities, and executes back office processing and control functions when not directly serving customers or managing staff.

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.
• Oversees the Day to Day Activities of Subordinate Tellers and CSEs
• Train & coach Tellers & CSEs and manage performance
• 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

Skills & Experience We Are Looking For:

• Based in Malaysia is preferred
• Minimum of 5 years of related working experience in Financial Institution or related fields (banking operations)
• Service Oriented Mindset, Banking operations, knowledge in BSA, ECM, ABM Rules, BASEL II, FATCA
• Good interpersonal & communication skills, strong organization & planning skills.
• All levels of Certifications/Degree - Banking, Finance, Business Studies or related field is preferred but other Degree backgrounds are encouraged to apply too.

HLB Careers Link: https://hlb.wd3.myworkdayjobs.com/HLBCareers/job/Manager---Business-Channels--Customer-Service---Operations-_JR0000021606

For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/

We appreciate your application and will be in touch with shortlisted candidates regarding next steps.