Manager, Operations & Customer Service (Klang Valley/ East Coast/ Perak / Sabah)

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

Job summary

A leading financial institution is seeking a Manager for Operations & Customer Service to oversee activities in various regions. The role involves enhancing customer experience, managing service performance, and ensuring compliance with banking procedures. Ideal candidates should have a diploma or degree, strong communication skills, and relevant banking experience. This is a full-time position based in Kuala Lumpur.

Qualifications

• Minimum diploma/degree holder. SPM/STPM with related working experience.
• Related working experience in branch banking operations.
• Required certifications: PCE (general) and PCE (life).

Responsibilities

• Oversee the bank's customer service operations across regions.
• Approve and audit branch financial transactions to prevent fraud.
• Train and coach tellers and customer service executives.
• Ensure compliance to bank’s internal control and procedures.

Skills

Service oriented mindset

Strong cross‑selling experience

Good interpersonal and communication skills

Strong organization and planning skills

Education

Minimum diploma/degree holder

Job description

Manager, Operations & Customer Service (Klang Valley/ East Coast/ Perak / Sabah)

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Overview

As the Manager, Operations & Customer Service at Hong Leong Bank Berhad, you will play a pivotal role in overseeing the bank's customer service operations across the Klang Valley, East Coast, Perak, and Sabah regions. This full-time position is an excellent opportunity to contribute to the strategic goals of the organisation and enhance the customer experience.

Responsibilities

• Champions service performance within the branch (queue management, complaint handling, customer experience).
• Approve, review and audit teller and related branch financial transactions (End of Day financial transaction checking, balancing, reconciliation, etc.) to prevent and detect fraud and errors.
• Staff capacity planning (staff leave administration & relief arrangements).
• Comply to bank’s internal control and procedures.
• Ensure self-audit check is carried out diligently as required.
• Relief functions as and when required (BM).
• Oversee the day-to-day activities of subordinate tellers and customer service executives.
• Train and coach tellers and customer service executives.
• Represent HLB in relationship building with community.
• Process improvement and cost down initiatives.

Skills & Experience We Are Looking For

• Minimum diploma/degree holder. SPM/STPM with related working experience.
• Service oriented mindset.
• Strong cross‑selling experience.
• Banking operations, knowledge in FSA, ECM, ABM rules, BASEL II.
• Good interpersonal and communication skills.
• Strong organization and planning skills.
• Related working experience in branch banking operations.
• Required certification/licensing: PCE (general) and PCE (life).

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.

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Application Questions

• Which of the following statements best describes your right to work in Malaysia?
• Which of the following types of qualifications do you have?
• Do you have experience working in a business banking environment?

Banking & Financial Services More than 10,000 employees

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.

Realise your full potential at Hong Leong Bank by applying now.

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Kuala Lumpur City Centre, Kuala Lumpur, MY