Manager & Customer Service & Operations

Hong Leong Bank Berhad; Labuan; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial institution in Malaysia is seeking a Customer Service & Operations Manager to manage branch financial activities and support staff performance. This role involves ensuring compliance, approving transactions, and improving service quality within the branch. The ideal candidate will have a degree in a relevant field and at least 5 years of experience in banking operations. Candidates with strong communication skills and a customer-oriented approach are encouraged to apply.

Qualifications

• Minimum of 5 years of related working experience in Financial Institution or related fields.
• Service Oriented Mindset and knowledge in BSA, ECM, ABM Rules, BASEL II, FATCA.
• Good communication and planning skills.

Responsibilities

• Ensure internal control and compliance are not compromised.
• Approve, review and audit financial transactions.
• Oversee the day-to-day activities of subordinate staff.
• Train and coach Tellers and CSEs.

Skills

Customer service orientation

Banking operations knowledge

Interpersonal skills

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.