Customer Service Operation Manager

1 day ago


Bangsar, Malaysia Hong Leong Bank Full time

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

The primary responsibility of the role includes (but is not limited to):

- Champions service performance within the branch (queue management, complaint handling, customer experience).
- Approve, Review and Audit Teller and Related Branch Financial Transactions (End of Day Financial Transaction Checking, Balancing, Reconciliation, etc.) in order to Prevent and Detect Fraud and Errors.
- Staff Capacity planning (staff leave administration & relief arrangements).
- Comply to Bank’s internal control and procedures.
- Ensure Self-Audit Check is carried out diligently as required.
- Relief functions as and when required (BM).
- Oversees the Day to Day Activities of Subordinate Tellers and Customer Service Executives.
- Train and coach Tellers and Customer Service Executives.
- Represent HLB in relationship building with community.
- Process improvement and cost down initiatives.
- Minimum Diploma/Degree Holder. SPM/STPM with related working experience.
- Service Oriented Mindset.
- Strong Cross-selling experience.
- Banking operations, knowledge in FSA, ECM, ABM Rules, BASEL II.
- Good interpersonal and communication skills.
- Strong organization and planning skills.
- Related working experience in Branch Banking Operations.
- Required Certification/Licensing : PCE (general) and PCE (life).
- 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._
- We seek to strike a balance between diversity, inclusion and merit to achieve our _
- mission of infusing diversity in thinking and skillsets into our organisation._
- are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. _
- Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation._


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