Customer Service Operation Leader

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Hong Leong Bank Full time

**Job Summary:**

We are seeking a dedicated and results-driven Customer Service Operation Leader to join our team at Hong Leong Bank.

The successful candidate will be responsible for championing service performance within the branch, approving and reviewing financial transactions, and overseeing day-to-day activities of subordinate tellers and customer service executives.

Key responsibilities include:

  • Championing service performance within the branch (queue management, complaint handling, customer experience).
  • Approving, reviewing, and auditing teller and related branch financial transactions (end-of-day financial transaction checking, balancing, reconciliation, etc.) to prevent and detect fraud and errors.
  • Staff capacity planning (staff leave administration & relief arrangements).
  • Complying with bank's internal control and procedures.
  • Ensuring self-audit checks are carried out diligently as required.
  • Relieving functions as and when required (BM).
  • Overseeing day-to-day activities of subordinate tellers and customer service executives.
  • Training and coaching tellers and customer service executives.
  • Representing HLB in relationship building with the community.
  • Process improvement and cost-down initiatives.

To succeed in this role, you should have a minimum diploma/degree holder, SPM/STPM with related working experience. Strong cross-selling experience, banking operations knowledge, and good interpersonal and communication skills are essential.



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