Service & Operations Executive

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 40,000 - 54,000; Full time

Job summary

Alliance Bank Malaysia Berhad in Kuala Lumpur is seeking a Service & Operations Executive (SOE) to manage day-to-day branch service operations and ensure service quality in line with the bank's objectives.

The role includes acting as Chief Cashier/Relief Chief Cashier, handling cash, SST loading, and resolving customer inquiries and complaints. You will support ongoing initiatives and work with the Service & Operations Manager and Cluster Operations Head to deliver reliable banking services.

Qualifications

• Relevant experience in clerical, office administrative, cash handling or customer service.
• Good communication and customer service orientation.
• Basic understanding of bank operations and procedures.

Responsibilities

• Provide best customer service experience and handle inquiries.
• Manage cash transactions and balance cash at end of day.
• Process over-the-counter transactions accurately and efficiently.
• Support SOM and COH and handle escalations as needed.

Skills

Customer Service

Communication

Interpersonal Skills

Time Management

Teamwork

Education

SPM with credits in BM/English/Mathematics

Job description

• Day-to-day Branch Service Operation related matters;
• Any initiatives introduced by the Group, Management, Head Office, Division, Department, Sales team or Operation team.

Job Description

JOB TITLE

SERVICE & OPERATIONS EXECUTIVE (SOE)

GRADE : I / H

NAME

REPORTING RELATIONSHIPS

JOB TITLE

FOR

3.1

REPORTS DIRECT TO

SERVICE & OPERATIONS MANAGER (SOM)

• Day-to-day Branch Service Operation related matters;
• Any initiatives introduced by the Group, Management, Head Office, Division, Department, Sales team or Operation team.

3.2

REPORTS INDIRECTLY TO

CLUSTER OPERATIONS HEAD (COH)

3.3

DIRECT REPORTS

3.4

INDIRECT REPORTS

Job Purpose

• Responsible for processing and handling day-to-day transactions of the branch as well as ensuring service quality standards in the branch are met in line with the Bank’s strategic objectives.
• Responsible as Chief Cashier/ Relief Chief Cashier in the branch to manage daily branch’s cash holdings, balancing, loading of Self-Service-Terminals (SST) and transactions.
• Responsible for handling and supporting first line resolution of enquires and complaints.
• Responsible as relief in absent of Service & Operations Manager (SOM)

Key Responsibilities

• Provide the BEST CUSTOMER SERVICE EXPERIENCE to customers
  • Interact with customers to provide and process information in response to customers inquiries, concerns and request about the Bank products and services which include and not limited to: -
  • Deal face-to-face with customers.
  • Respond promptly to customer’s inquiries regarding basic info of all products of the Bank.
  • Lodge all service-related customer complaints to CRM; handle and resolve complaints.
  • Process customer’s request and applications.
  • Escalate requests and unresolved issues to higher authorities.
• Chief Cashier / Relief Chief Cashier
  • Manage all cash transactions of the branch, which include and not limited to: -
    • Accepting and counting of bulk cash.
    • Overall balancing of branch cash.
    • Perform checking on cash vouchers.
    • Loading and unloading Self-Service-Terminals (SST)
    • Manage Cash in Transit as when required
• When required, provide OVER-THE-COUNTER TRANSACTION SOLUTIONS to customers
  • Perform various tasks at the counter whereby the main counter transactions involve receiving payments in the form of cash or cheques from customers, paying out cash to customers from their accounts in accordance to the standard operating procedures/policies/guidelines including but not limited to:
  • Greet and acknowledge each customer.
  • Deliver accurate, quick and efficient over-the-counter transaction solutions while maintaining the balance between transaction time and customer’s needs.
  • Accept cash and cheques for deposit and check accuracy of transaction processed.
  • Process cash withdrawals.
  • Perform specialized tasks such as preparing cashier's order, process money orders, cheque books, open new accounts and other banking related transactions.
  • Receive and verify loan payments, mortgage payments and utility bill payments.
• Attempt to resolve issues and problems with regards to customer's account.
• Follow-up on customer’s requests and applications.
• Identify and investigate transactions discrepancy.

KEY RESPONSIBIITIES (cont’d)

• Offer SOLUTIONS to customer issues which includes but not limited to: -
• Resolve customer issues by analyzing the problem and offer timely, relevant and logical solutions to various issues faced by customers with regards to customer’s account, transaction related and other banking related matters. Seek and utilize all available resources and alternatives when faced with difficulties and challenges beyond the work scope.

• Embrace cross-sell by IDENTIFYING CUSTOMER’S NEEDS and MATCHING those needs with the right products and services
• Engage customers by introducing and recommending various Bank’s products and services that are relevant to the customer including but not limited to: -
• Learn and familiarize yourself with various products and services that the Bank offers.
• Explain and promote Bank’s products and services that are relevant to the customer.
• Assist branch efforts in franchise building namely soliciting for deposits and referral of Bank’s products.

• Ensure COMPLIANCE to the Bank’s and Regulatory Standard Operating Procedures/policies/ guidelines
• Comply with the Bank’s and Regulatory standard operating procedures/policies/guidelines including but not limited to: -
• Record all transactions promptly, accurately and in compliance with Bank’s procedures.
• Depositing and payment to/from customers are in accordance to SPI.
• Balance currency, cash and cheques in cash drawer or in custody/control at end of each day.
• Check and ensure that all over-the-counter transactions are balanced and accounted for accordingly.
• Record details of inquiries, comments and complaints in the CRM systems where applicable.
• Manage all administrative matters timely and accurately.
• Maintain a neat, tidy and orderly work area.

• Others
• To support the Service & Operations Manager and Cluster Operations Head in ensuring regulatory compliance, making every effort to enhance the image of the Bank and representing the Bank in the community. This is to be read in tandem with incumbent’s job objectives.
• To support franchise / business growth initiatives and any other assignments as and when required.

NOTE: Job Descriptions are subject to change at the discretion of Human Resource Department as required

KEY RELATIONS INTERNAL

Working Relations Regular Contacts

Internal

• Various departments and stakeholders in Head Office

Nature of Purpose

• Daily Bank operations purposes
• Banking transaction purposes
• Bank maintenance / operation purposes

EXTERNAL

External

• Customers
• Vendors
• Daily Bank operations purposes
• Banking transaction purposes
• Bank maintenance / operation purposes

CONTRIBUTES TO

• Ensuring optimum productivity of team members.
• Ensuring branch deliver excellent customer experience.
• Growth in deposit of the Bank.
• Increasing productivity, efficiency and accuracy of branch operations.
• Compliance to Operation Risk.

AUTHORITIES

• Approval Authority Limit – Authority for handling/processing day-to-day transactions/operations of the branch in accordance to prevailing Approval Authority Matrix
• BDS Overriding limit – Unlimited
• BDS transactions limit – RM50k
• Signatory – Up to RM50k, if combine with BM/SOM - Unlimited

Skills

EXPERIENCE/KNOWLEDGE REQUIRED

• Customer Service Oriented
• Good Communication Skills
• Good Interpersonal & Time Management Skills
• Initiative / Quality Focused & Teamwork

Qualification

• Minimum SPM preferably credit in language subjects (BM & English) and Mathematics.

Experience

• Relevant experience in clerical, office administrative, cash handling function, sales or customer service

SCOPE/ MEASUREMENT

Key Performance Indicator

• Refer to scorecard

Area of responsibility

• To meet the Bank’s overall strategic priorities.