MGR, Branch Service Manager - Batu Pahat (City Area)
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About this role
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 overseeing and optimizing the operational efficiency and service quality of a branch, ensuring a seamless and positive experience for customers while adhering to bank policies and regulatory requirements.
Job Responsibilities
Lead and manage the branch's service team, including tellers and customer service officers, fostering a high-performance and customer-centric culture.
Ensure the efficient and accurate processing of all customer transactions, including deposits, withdrawals, transfers, and bill payments.
Oversee the management of cash and other negotiable instruments within the branch, ensuring compliance with internal controls and security protocols.
Monitor and analyze branch service metrics, identify areas for improvement, and implement strategies to enhance customer satisfaction and operational effectiveness.
Handle and resolve complex customer complaints and inquiries, escalating issues when necessary to ensure timely and satisfactory resolutions.
Ensure strict adherence to all banking policies, procedures, compliance regulations, and internal controls to mitigate risks.
Conduct regular staff training and development to enhance service skills, product knowledge, and operational proficiency.
Collaborate with other branch departments (e.g., sales, lending) to support overall branch objectives and customer relationship management.
Prepare and submit operational reports, including service performance, incident reports, and compliance reviews, to management.
Participate in internal and external audits, ensuring all documentation and processes are in order.
Job Qualifications
Bachelor's degree in Business Administration, Finance, Banking, or a related field.
Minimum of 5 years of experience in branch operations or customer service within the banking industry, with at least 2 years in a supervisory or managerial role.
Proven track record of managing and leading a team to achieve service excellence.
Strong understanding of banking products, services, operational procedures, and regulatory requirements (e.g., AML, KYC).
Excellent communication, interpersonal, and problem-solving skills.
Demonstrated ability to manage multiple priorities and work effectively under pressure.
Proficiency in using banking software and Microsoft Office Suite.
Customer-focused with a strong commitment to delivering exceptional service.
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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