Branch Manager

1 day ago

Petaling Jaya, Selangor, Malaysia Hong Leong Assurance Berhad Full time 60,000 - 120,000 per year

In this role, you will be managing branch's operations to ensure providing quality customer service experience to clients.

You'll be doing

  • Evaluate efficiency of customer service team and customer service functions.
  • Coordinate between the various functions to ensure maximization of efficiency of process.
  • Leverage on resources to discover root cause and correct operational issues.
  • Measure and evaluate QMS to ensure meet the SLAs and departmental Quality Objective for ISO 9001:2008.
  • Identify the area for improvement.
  • Discuss with the relevant parties to work out the development plan.
  • Plan and execute the scheduled meeting and tracking on the project progress.
  • Communicate to the branches and other departments affected by the changes.
  • Provide leadership and direction to CS team.
  • Identify and develop second liners for succession planning.
  • Enhancement of staff product and technical knowledge for optimal performance.
  • Review training needs to improve customer service skills.
  • Establish quality standards and implementation of process improvement initiatives with reliable and accurate metrics.
  • Evaluate, plan and execute strategies for CS team to provide and maintain the quality service.
  • Review risk management, operational risks and compliance issues.
  • Avoid and minimize audit and inspection irregularities.
  • Other duties and projects as assigned by the Management.

What we're looking for

  • Candidates should obtain at least a Degree in Management related field.
  • Minimum 5 years of experience in Financial industry / Banking / Insurance or customer service field.
  • Minimum 3 years of customer service experience and managing skill are required for this position
  • Well versed with Microsoft Office knowledge (Word, Excel, Access, Powerpoint).
  • Customer-oriented and good negotiation skill.
  • Good leadership and analytical skill

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