Manager - Business Channels (Customer Service & Operations)

About the role

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). 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. Candidates 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. Realise your full potential at Hong Leong Bank by applying now.