Service Excellence & Digital Champion

UOB

Kuala Lumpur

On-site

MYR 78,120 - 122,760

Full time

14 days+

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Job summary

United Overseas Bank (Malaysia) Bhd invites applications for a Service Manager at Sri Petaling. You will lead branch service delivery, handle customer queries with empathy, promote digital and self-service channels, and coach staff to sustain high standards of professionalism.

This role focuses on Compliance, Risk & Operational Control, plus Digital Advocacy and Business Referral support, requiring strong customer focus, teamwork, and the ability to drive service initiatives in a busy retail

Responsibilities

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.