Manager - Personal Financial Services (Customer Service & Operations)

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Functional (job responsibilities)
Operations

• Ensure escalation of non-compliance related lapses i.e. internal breach of SOP and regulatory breaches to all relevant parties immediately.
• Approve, review and audit Tellers and related branch financial transactions (end of day financial transactions report checking, cash balancing, GL reconciliation, etc.) in order to prevent and detect fraud, errors or misconduct.
• Ensure Risk and Control Self-Assessment (RCSA) is carried out diligently as required.
• Comply to statutory & regulatory compliance in relation to BNM/ABM rules, AMLCFT and internal SOPs to mitigate fraud and manage operational risk.
• Ensure there is zero operational losses and fraud cases in the branch.
• Ensure good internal and external audit rating which include BNM audit, BORM, FCC and ORM reviews.
• Ensure there are no long outstanding items in the Branch General Ledger (GL).
• Check and sign all end of day reports jointly with BM or Officer in-charge, where applicable.
• Relieve Branch Manager functions as and when required.
• Jointly responsible with the BM for the branch common Operations KRA.

Sales & Service

• Work with the team to deliver superior customer service to walk-in customers and contribute towards expected level of CSAT (Customer Satisfaction) scores and Mystery Shopping results.
• Carry clear cross selling targets for specific products as mentioned in the KRA.
• Usage of iPads/other devices (if applicable to branch) for customer service / cross selling.
• Support the Bank's digital transformation initiatives through HL Connect penetration, Over the Counter (OTC) migration and reduction in paper usage.
• Identify CSEs to perform the Service Ambassador/Navigator role on rotational basis / as applicable
• Accommodate to inter-branch/region CSE relief arrangement as and when required to maintain adequate staffing levels throughout branch network.
• Accept relief assignment as and when required throughout branch network.

Other Responsibilities

• Maintain confidentiality of customers and Bank's information in a responsible manner
• Keep a clean, organized work area and maintain a professional appearance
• Attend all training as applicable including e-learning / mandatory training
• Branch housekeeping activities are done timely
• Staff annual leave planning to ensure no disruption to day-to-day customer service and branch operations
• Carry out other duties as assigned periodically

Managerial (team/group responsibilities)

• Oversee the day-to-day activities of subordinates (Tellers and CSEs)
• Train & coach Tellers & CSEs
• Half-yearly and yearly performance appraisal review

Organizational (organizational responsibilities)

• Deliver the expected level of customer service, cross selling (for products applicable as per KRA) customer and deposit growth and contribute to operational control and compliance as specified by the Bank.

Requirements:

• Minimum Degree Holder
• SPM/STPM with related working experience
• Related working experience in Financial Institution or related fields (banking operations)
• Experience in team management
• Service Oriented Mindset
• Banking operations, knowledge in BSA, BNM rulings, ABM Rules, FATCA, etc.
• Good interpersonal & communication skills
• Strong organization & planning skills

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.