Service Manager

2201 United Overseas Bank (Malaysia) Bhd; Kuala Lumpur; On-site; MYR 40,000 - 64,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is seeking a Service Excellence & Customer Experience professional to manage customer queries, promote digital channels, and support branch service delivery.

You will lead service initiatives, ensure first contact resolution, and help develop staff competencies in Service & Digital, contributing to a culture of service excellence.

Qualifications

• 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.

Responsibilities

• 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.

Job description

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

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.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.

Career Site: UOB Career site