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

Hong Leong Bank; Petaling Jaya; 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 banking operations across multiple regions. The role emphasizes enhancing customer experience, managing branch performance, and training staff. Ideal candidates should possess a minimum diploma or degree, a service-oriented mindset, and knowledge of banking operations. This full-time position offers an opportunity to contribute strategically to the organization and improve service quality.

Qualifications

• Minimum diploma/degree holder; SPM/STPM with related working experience.
• Knowledge of banking operations in FSA, ECM, ABM Rules, BASEL II.
• Required certification/licensing: PCE (general) and PCE (life).

Responsibilities

• Champion service performance within the branch.
• Approve, review, and audit branch financial transactions.
• Oversee day-to-day activities of subordinate tellers and customer service executives.
• Train and coach tellers and customer service executives.
• Implement process improvements and cost-down initiatives.

Skills

Service-oriented mindset

Strong cross-selling experience

Good interpersonal and communication skills

Strong organisational and planning skills

Education

Minimum diploma/degree holder

Job description

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

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 with Bank’s internal control and procedures.
• Ensure self‑audit check is carried out diligently as required.
• Relief functions as and when required (BM).
• Oversee 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 organisational 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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