Deskripsi Pekerjaan
Are you a seasoned leader with a passion for operational excellence and customer experience? Hong Leong Bank is seeking a dynamic Manager for Business Channels to oversee our customer service and operations department in Labuan. In this pivotal role, you will be responsible for driving service efficiency, managing high-performing teams, and ensuring that our business channels deliver seamless experiences for our clients.
As a leader at Hong Leong Bank, you will be at the forefront of digital transformation and operational strategy. You will play a crucial role in optimizing workflow processes, enhancing service quality, and aligning channel operations with our corporate banking goals. If you are analytical, process-driven, and have a proven track record in financial services or banking operations, we invite you to take the next step in your career with one of Malaysia’s most reputable banking institutions.
Tanggung Jawab
- Lead and manage the daily operations of business channels to ensure high productivity and service delivery standards.
- Develop and implement operational strategies to streamline customer service processes and reduce response times.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure organizational targets are consistently met.
- Drive continuous improvement initiatives by identifying bottlenecks in existing workflows and implementing robust solutions.
- Mentor and coach team leads and staff members to foster a culture of excellence, growth, and accountability.
- Collaborate with cross-functional teams to integrate new digital tools and enhance the omni-channel customer experience.
- Prepare comprehensive reports for senior management detailing operational performance and identifying areas for strategic growth.
Kualifikasi
- Bachelor’s Degree in Business Administration, Finance, Banking, or a related field.
- Minimum 5-7 years of experience in customer service management, operations, or business channel management, preferably within the banking industry.
- Strong leadership skills with a proven ability to manage and motivate high-performing teams.
- Exceptional problem-solving abilities and a strategic mindset focused on process optimization.
- Proficiency in banking software and CRM tools, with a strong understanding of modern digital service channels.
- Excellent communication skills in English and Malay, with the ability to articulate complex operational matters clearly.
- Highly organized, analytical, and capable of working in a fast-paced environment.