Job Description
Join Hong Leong Bank's dynamic team as an Executive in Business Channels, where you'll drive operational excellence and elevate customer service standards across our Kedah operations. This pivotal role bridges strategic planning with hands-on execution, ensuring seamless business channel operations while fostering a customer-centric culture. You'll collaborate with cross-functional teams to optimize workflows, implement process improvements, and maintain compliance with banking regulations. Your leadership will directly impact customer satisfaction, operational efficiency, and channel performance, making this ideal for professionals passionate about transforming banking experiences. Hong Leong Bank offers a collaborative environment where your expertise in operations and customer service will contribute to our mission of delivering exceptional financial solutions.
Responsibilities
- Oversee daily operations of business channels to ensure efficiency, compliance, and service quality standards
- Lead and develop customer service teams, implementing performance metrics and training programs
- Analyze operational data to identify improvement opportunities and implement process enhancements
- Manage escalated customer issues and ensure timely resolution with high satisfaction rates
- Collaborate with product and marketing teams to align channel operations with business objectives
- Monitor key performance indicators (KPIs) and prepare regular performance reports
- Ensure adherence to regulatory requirements and internal policies across all channel activities
Qualifications
- Bachelor's degree in Business Administration, Finance, or related field (Master's preferred)
- Minimum 5 years experience in banking operations or customer service management
- Proven track record in team leadership and operational process optimization
- Strong analytical skills with ability to interpret complex data and metrics
- Excellent communication and interpersonal skills with stakeholder management experience
- Knowledge of Malaysian banking regulations and compliance standards
- Proficiency in CRM systems and Microsoft Office Suite (Excel, PowerPoint)