Senior Branch Service & Experience Manager

2201 United Overseas Bank (Malaysia) Bhd; Johor Bahru; On-site; MYR 36,000 - 60,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is hiring for branch operations across southern regions and Greater Kuala Lumpur. The role focuses on handling walk-in traffic, ensuring service standards, and guiding customers through banking products and digital channels.

You will manage customer enquiries, resolve issues, and support service initiatives. A strong customer-service mindset, teamwork, and communication are essential for success in this role.

Qualifications

• Minimum 2 years’ experience in branch or banking operations.
• Strong customer service mindset with a passion for meeting and exceeding customer expectations.
• Strong team player with collaborative mindset.
• Effective interpersonal and communication skills.

Responsibilities

• Manage walk-in traffic and overall crowd control at the branch.
• Oversee end-to-end customer journey and ensure service standards are met.
• Handle customer enquiries on banking products and services with proper follow-up.
• Promote and support digital banking adoption, including PIB/TMRW enquiries.
• Assist customers with digital banking navigation and issue resolution.
• Investigate and escalate customer complaints, fraud, and dispute cases.
• Drive branch service initiatives, campaigns, and service culture engagement.
• Process and authorize frontline banking transactions (e.g. fund transfers, TT, RENTAS, PDCR).
• Oversee administrative duties including centre upkeep, billing, inventory, and document management.

Skills

Customer service mindset

Team player

Interpersonal communication

Problem solving

Job description

United Overseas Bank (Malaysia) Bhd is hiring for branch operations across southern regions and Greater Kuala Lumpur. The role focuses on handling walk-in traffic, ensuring service standards, and guiding customers through banking products and digital channels.

You will manage customer enquiries, resolve issues, and support service initiatives. A strong customer-service mindset, teamwork, and communication are essential for success in this role.