Asst Manager

Asst Manager - Business Channels (Operations & Customer Service)

**If you are looking to excel and make a difference, take a closer look at us...**

**Key Responsibilities and Accountabilities**

**Sales & Service**
- Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results.
- Carry clear targets for specific products - CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops.
- Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling.
- Perform Meeter-Greeter/Navigator role on rotational basis / as applicable.
- Assist in calling up customers for service / sales interactions;
- Step out of the branch to meet customers for service / sales discussions occasionally / as applicable.
- Support Bank's Digital Transformation initiatives including Connect Penetration and OTC Transaction migration.
- Accept assignments as required to maintain adequate staffing levels throughout branch network.

**Operations**
- Carry out Branch RCSA through sample checking and effective rectification as applicable.
- Accept and process transactions (deposits, withdrawals, Remittances, ANSB and any other products launched by the Bank) in a timely and accurate manner.
- Over-ride transactions as per Bank defined transaction limits.
- Read, understand and comply with Bank's internal SOPs as applicable.
- Be on stand-by during weekend for SST activities, as and when applicable.
- Perform Relief CSOM/2nd Liner functions as and when applicable.
- Responsible for overall branch cash holding and end of day cash balancing (applicable for Chief Cashier).
- Comply with staff rotation guidelines through inter-branch/region transfer as part of operational risk mitigation.
- Observe and comply with the Bank's Code of Conduct & Ethics.

**Other Responsibilities**
- Maintain confidentiality of customers and Bank's information in a responsible manner.
- Keep a clean, organized work area and maintain a professional appearance.
- Attend all trainings as applicable including e-learning/Workday;
- Filing of reports.
- Where needed, assist in branch housekeeping activities, including but not limited to moving of carton boxes, retrieving of vouchers from storage, etc.;
- Carry out other duties as assigned periodically.

**Managerial (team/group responsibilities)**
- Supervise clerical / other staff where applicable;
- Support a conducive working environment among team members.

**Organizational (organizational responsibilities)**
- Represent HLB in relationship building with the community'.
- Provide support to the Branch Manager/Customer Service and Operations Manager to deliver the expected levels of customer service, cross-selling (for products applicable) and contribute to operational control and compliance as specified by the Bank.

**Requirements**:
**Education/Qualification**
- Degree/Diploma Holder.

**Experience**
- Related working experience in financial institution or related field.
- Possess customer interaction / cash handling / transaction processing / sales experience.

**Special Skills**
- Basic banking knowledge.
- High level of integrity and accountability.
- Excellent service mindset and communication skills and cross selling skills.
- Professional appearance and courtesy.

**Certification/Licensing Requirements**
- FIMM / UT license
- PCE & TBE license

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

Job ID JR0000018552