Privilege Banking Hub Manager

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading Malaysian bank is seeking a seasoned professional in Sales and Service Management to lead a team towards achieving sales and service excellence. The role requires a minimum of 10 years of banking experience, including 3-5 years in a Relationship Manager (RM) position. Responsibilities include driving sales performance, managing team efficiency, and navigating compliance with regulatory standards. Strong leadership and customer-oriented skills are essential for success in this competitive environment.

Qualifications

• Minimum 10 years of banking experience.
• 3-5 years in a Relationship Manager (RM) role.
• Experience in branch banking with sales and service exposure.

Responsibilities

• Provide direction for day-to-day sales related matters.
• Drive high sales performance and service delivery.
• Manage team’s sales/service to achieve business objectives.
• Recruit staff for RM and SRM roles.

Skills

Strong leadership skills

Excellent interpersonal skills

Customer-oriented problem solving

Analytical thinking

Ability to work with various bank levels

Education

Degree in banking and finance, accounting or business administration

Job description

Sales and Service Management

• Reference point for decisions and providing direction / guidance to PB Hub on day to day sales related matters.
• Driving consistent high RM sales performance and SRM service delivery in timely / accurate manner for any escalations needed, if applicable.
• Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to support RM / SRM on obtaining comprehensive product updates that is exclusive to our affluent customers
• Supporting sales approvals & escalation of complaints/issues.

People & Productivity Management

• To lead, plan and manage the team’s sales / service in achieving business objectives in accordance to management directives while aiming for optimal efficiency.
• Responsible to oversee the overall daily management of PB Hub towards maintaining and improving staff engagement and productivity.
• Provide regular coaching and follow up to uplift performance in sales
• To guide / supervise the team in aiming to achieve given targets, addressing sales and service gaps and up-skilling the team through essential training programs.
• Recruiting the right staff for RM and SRM role while ensuring adequate staff capacity to meet business headcount requirement.
• Working closely with Regional Head / Cluster Sales Head to maintain an environment which promote success, teamwork and professional growth.
• Conducting meetings / briefings to cascade information on Bank’s procedural changes for sales matters on a timely basis.
• To ensure that all staff have the correct aptitude and attitude in wanting to provide the best level of sales / services to PB customers that exceed the customers’ expectations.

Franchise Building

• Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening.
• Expand new customer base & New Investment Account through promoting and encouraging referrals from existing PB customers or through personalized service recovery efforts.
• Maintain good relationship with branches’ network of SME and Alliance@Work

Governance & Control

• Responsible in managing and ensure that audit findings for sales lapses / gaps are fixed with no repetitive findings.
• Ensure all sales activities are compliance with Group’s standards and regulatory requirements which includes but not limited to AMLA, KYC, Credit Risk Management, and Financial Act.
• Identify areas of improvement, sales process gaps and provide recommendation / solution for improvement to Regional Head / Cluster Sales Head.

Skills

• Strong leadership skills
• Excellent interpersonal skill with both internal and external customers
• Customer-oriented approach in Problem Solving/Decision Making/Analytical Thinking
• Ability to work with different levels across banks

Knowledge

• Strong knowledge of the banking and financial services industry.
• Strong knowledge of regulatory framework

Experience

• Degree in banking and finance, accounting or business administration
• Minimum 10 years banking experience, with minimum 3-5 years working in an RM role and experience in branch banking with exposure in sales and service aspects
• Exhibits leadership and management skills that inspires high performance from staff