Customer Service Manager, Desa Park City

We are seeking an experienced and motivated Customer Service Manager to lead our branch’s customer service team, ensuring exceptional service delivery and operational efficiency. The candidate will oversee daily branch operations, ensuring risk and controls are strongly embedded in the branch, resolve customer inquiries, coach staff, and uphold the bank’s service standards while driving customer satisfaction and retention.

Principal Responsibilities:

Customer Satisfaction & Service Excellence

• Champion a customer-first culture by setting high service standards and effectively resolving escalated issues.
• Act as the primary point of contact for escalated customer inquiries and complaints, ensuring prompt resolution and reporting via tracking systems.
• Promote and encourage the use of digital banking platforms to improve customer convenience.
• Monitor service quality, analyze customer feedback and implement initiatives to drive customer service improvements.

Operational Efficiency

• Ensure high quality data input in customer records, sales documents, and reporting including but not limited to account opening, transaction processing and other banking services.
• Optimise branch workflows to improve productivity and reduce errors.
• Oversee and maintain daily branch operations.
• Uphold high integrity and ensure branch’s adherence to Shariah-compliant sales and service excellence.
• Manage Premier Relationship Officers to ensure accurate sales quality and consistently delivering high-standard servicing to Premier customers.

Sales & Business Growth Support

• Collaborate with Branch Manager to achieve sales targets and business objectives.
• Identify cross-selling opportunities and refer customers to appropriate banking products.
• Support branch promotions and sales campaigns to drive customer participation, portfolio growth and business success.
• Coach servicing team on leads referral as part of customer service process.

Risk Management & Compliance

• Ensure branch adherence to bank policies, procedures and compliance standards to mitigate fraud, operational risks and compliance gaps.
• Oversee CDD/KYC due diligence, ensuring end-to-end compliance with regulatory and internal standards.
• Address operational risks and report discrepancies to senior management promptly.
• Uphold strict confidentiality and integrity within the branch.
• Satisfactory audit findings including monitoring of Shariah non-compliance risks and incident escalation to Shariah Committee.

Team Leadership & Development

• Proactively walk the floor to engage customers and staff for effective supervision and to lead the sales and service floor by setting an example.
• Champion initiatives as a branch representative to drive a positive mindset in the branch staff to offer top quality customer experience.
• Promote a collaborative and inclusive work environment committed to service excellence by delivering personalised service and promoting appropriate financial solutions to customers.
• Elevate branch performance to achieve desired customer satisfaction benchmarking aspirations.
• Manage & coach the team to drive performance with a hands-on style to grow sales, productivity, service quality and staff engagement.

Qualifications

• At least 6-9 years in supervisory role in banking operations and excellent understanding of Wealth and Personal Banking products and attributes.
• Strong leadership experience in managing large team of service employees with proven track record of driving excellent customer service standards.
• Excellent planning/organization skills/analytical reasoning and lateral thinking.
• Highly adaptable and flexible to regular changing work environment.
• Results driven and ability to make decisions whilst working under pressure.
• Conversant in Shariah knowledge and competency.
• Good interpersonal skills with well developed hands-on approach in coaching and mentoring skills.

Due to local laws and governance, candidates with immediate right to work locally and no relocation need will be prioritized.

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Opening up a world of opportunity

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by HSBC Bank Malaysia Berhad