MGR, Branch Service Manager

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

The Branch Service Manager is responsible for leading and managing the customer service operations within a UOB Malaysia branch, ensuring the delivery of exceptional service experiences and efficient branch operations in alignment with bank policies and regulatory requirements.

Job Responsibilities
- Oversee and manage the day-to-day service operations of the branch, including teller services, customer inquiries, account opening, and other front-line activities.
- Lead, motivate, and develop a team of customer service officers and tellers, providing coaching, training, and performance management to achieve service excellence and operational efficiency.
- Ensure all branch service activities adhere to UOB's internal policies, procedures, and relevant regulatory guidelines (e.g., Bank Negara Malaysia).
- Handle and resolve complex customer complaints and issues effectively, maintaining customer satisfaction and loyalty.
- Monitor service quality metrics, identify areas for improvement, and implement strategies to enhance customer experience and operational efficiency.
- Collaborate with sales and product teams to identify customer needs and cross-selling opportunities, supporting the branch's business objectives.
- Manage branch resources effectively, including staffing levels, cash management, and inventory, to ensure smooth operations.
- Conduct regular branch audits and checks to ensure compliance and mitigate operational risks.
- Foster a positive and customer-centric work environment within the branch.

Job Requirements
- Bachelor's degree in Business Administration, Banking & Finance, or a related field.
- Minimum of 5-7 years of experience in retail banking operations, with at least 2-3 years in a supervisory or management role.
- Strong understanding of banking products, services, and operational processes.
- Excellent leadership, interpersonal, and communication skills (both written and verbal) in English and Bahasa Malaysia. Proficiency in other local dialects is an advantage.
- Proven ability to manage and motivate a team, with a focus on service quality and performance.
- Demonstrated ability to handle customer complaints and resolve complex issues effectively.
- Strong analytical and problem-solving skills with a keen eye for detail.
- Familiarity with relevant banking regulations and compliance requirements in Malaysia.
- Proficiency in Microsoft Office Suite and banking software.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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