Privilege Banking — Service & Digital Excellence Manager

UOB; Selangor; On-site; MYR 27,900 - 39,060; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is seeking a Service & Digital Champion to elevate customer service at our branch. You will handle inquiries, promote digital channels, and support service delivery with a strong focus on regulatory compliance.

The role involves coaching staff, leading service initiatives, and maintaining a professional image while delivering high-quality customer experiences.

Responsibilities

• Service Excellence & Customer Experience
• Attend to customers professionally, manage their queries, and direct them to the appropriate channels.
• Handle customer requests promptly and accurately to meet their needs.
• Respond to and fulfil customer inquiries with first contact resolution or follow-through where required.
• Build rapport with customers through positive interactions and delivering excellent service.
• Advise, promote, and educate customers on adopting digital and self-service platforms.
• Act as Service and Digital Champion to support branch service delivery.
• Lead communication on service-related matters, including briefings, updates, and service quality standards.
• Build and develop staff competencies in Service & Digital through coaching and experience sharing.
• Spearhead branch service initiatives and campaigns to drive service excellence culture.
• Project a professional image at all times through high standards of personal grooming.
• Participation in projects and attachments to Learning Journeys – when required.
• Compliance, Risk & Operational Control
• Handle account opening according to stipulated processes, guidelines, and regulatory requirements.
• Exercise vigilance in daily operations and highlight any unusual or suspicious transactions.
• Comply with all operational controls, regulatory requirements, and audit procedures.
• Perform operational tasks and daily branch operations as required to support compliance and efficiency.
• Digital Advocacy, Customer Acquisition & Business Referral Support
• Support and perform customer acquisition onsite and offsite through CEP and other programs to onboard customers.
• Identify opportunities to promote and cross-sell the Bank’s products and services.
• Act as Product and Digital Champion to support business activities in collaboration with Business Units.
• Monitor and support the branch’s referral and digital performance indicators.

Job description

United Overseas Bank (Malaysia) Bhd is seeking a Service & Digital Champion to elevate customer service at our branch. You will handle inquiries, promote digital channels, and support service delivery with a strong focus on regulatory compliance.

The role involves coaching staff, leading service initiatives, and maintaining a professional image while delivering high-quality customer experiences.