Customer Service Operation Manager

Customer Service Operation Manager

Hong Leong Bank
Not Specified
Not Specified

Job Description

If you are looking to excel and make a difference, take a closer look at us…
We are currently seeking Customer Service & Operations Managers to join our Branches. Reporting to the Branch Manager, you will be responsible for the both the execution and control of branch financial transactions. Will accept and process transactions directly from customers during peak periods. Approves higher value transactions for junior staff. Will manage subordinate Tellers and Customer Service Executives daily activities. Executes back office processing and control functions when not directly serving customers or managing staff. 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.

The successful candidate should be able to demonstrate the following selection criteria:

  • 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).

Hong Leong Bank Berhad ( HLB) is 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 HLB various awards for its innovative approach in reimagining customer experiences and their banking journey. HLB’s 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.
Expanding on our Digital at the Core ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our employees to drive life-long learning, achieve their career aspirations and grow talent from within HLB. HLB is the recipient of the Gold Award for Best Workplace Culture at the HR Excellence Awards 2019 for our efforts in nurturing a culture of high performance.
Thank you for considering HLB as your preferred employer and we look forward to receiving your application soon.

Job Details





Hong Leong Bank (“HLB) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement.HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.

Similar Jobs

Career Advice to Find Better