Customer Service & Operations Manager (Penang & Kedah)

Customer Service & Operations Manager (Penang & Kedah)

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

We're hiring for Customer Service & Operations Manager (Penang & Kedah)

An exciting opportunity is now available for suitable candidates to take the next step in their career to enhance their Customer Service Management, People Management, Branch & Banking Operations, Stakeholder management (employee, customer, community) skills as a Customer Service & Operations Manager!

Reporting to the Branch Manager, our Customer Service and Operations Manager is responsible to maintain seamless daily branch operations through leading, guiding, and mentoring the operations team. The role includes maintaining HLB's policies, standards, compliance to BNM regulatory reporting and receiving customer inquiries or complaint escalation in a timely manner.

Job Responsibilities:

• Solicit leads via referrals and cold calls for sales via marketing visits, telemarketing, launches, road shows and any other sales activities to achieve sales targets.
• Actively cross-sell Banking/Financial products.
• Assess/evaluate and propose credit applications diligently.
• Build rapport and relationships with chosen customers to establish loyalty and repeated sales and increase product holding.
• Provide excellent customer service and uphold professionalism to reflect the Bank's image.
• Maintain product knowledge, selling skills, market intelligence, and competitor checks.
• Comply with statutory requirements and sales compliance in relation to FSA, KYC, AMLA and all relevant internal policies & procedures.

• Malaysian citizen.
• A Degree/Diploma/Professional Certification in any field from a recognised College/University.
• Minimum of 4 to 5 years of related working experience, ideally in a Branch Customer Service, Branch Sales Role or in Retail outlet management.
• Strong people management and leadership skills; ability to guide and train a team of staff to achieve Service & Cross Selling standards.
• Good interpersonal and communication, organisational and planning skills.
• Welcome new challenges and possess a 'Think-Act-Own' attitude to see through planned and unplanned deliverables to completion.