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Luxury Client Experience Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia OCBC Bank Full time

We are seeking a highly skilled and motivated Premier Service Manager (PSM) to manage the day-to-day operations of our Flagship Premier Private Client Centre.

As the PSM, you will be the first point of contact for all walk-in clients. You will be responsible for managing the day-to-day operations of the Centre/lounge, maintaining a welcoming environment, and ensuring exceptional customer service.

Centre/Lounge Operations
  1. Oversee the daily operations of the PPC Centre, including serving meals and beverages to clients, managing inventories, and operational planning.
  2. Maintain scheduling for the use of meeting rooms, events, and in-Centre dining.
  3. Ensure the PPC Centre premises/facility management meets prescribed standards.
  4. Perform the role of the 'Floor Manager' as required.
  5. Create a welcoming atmosphere for visiting clients, including warmly greeting them upon arrival and ensuring they find their designated spaces.
Client Relationship Management
  1. Support and collaborate with Client Advisors (CA), Client Advisor Assistants (CAA), and Desk Heads to deliver excellent service, ensuring smooth handovers of clients.
  2. Foster personalized and memorable experiences to deepen client relationships, familiarizing yourself with client appointments and engaging in small talk.
  3. Identify opportunities for new sign-ups, referrals, and upselling or cross-selling banking products and services.
Qualifications
  1. Demonstrate a strong customer-focused mindset with a passion for delivering exceptional services.
  2. Exhibit excellent interpersonal and communication skills. Fluency in English and Mandarin is required.
  3. Possess a professional, presentable, and well-groomed appearance.
  4. Show attention to detail in providing high-quality service and experience. Prior experience in a similar role within private lounges or luxury hospitality is advantageous.
  5. Demonstrate strong organizational skills in scheduling, event management, inventory management, and facility management.
  6. Able to handle challenging situations with professionalism and tact.