Deskripsi Pekerjaan
Hong Leong Bank is looking for a dedicated Senior Executive to join our dynamic Business Channels (Operations & Customer Service) team in Kuala Lumpur. In this key role, you will serve as the operational backbone, ensuring seamless service delivery and exceptional customer experiences across our banking channels. You will be responsible for managing complex service requests, optimizing operational workflows, and driving process improvements that align with our commitment to excellence. This position offers a fantastic opportunity for a seasoned professional to contribute to the growth of a leading financial institution while honing their skills in a fast-paced, high-performance environment.
We are seeking a candidate who possesses a strong service-oriented mindset, excellent problem-solving abilities, and the resilience to thrive in a demanding role. If you are ready to take the next step in your career and make a tangible impact within a renowned banking organization, we encourage you to apply.
Tanggung Jawab
- Oversee and manage daily operations for Business Channels to ensure efficiency, accuracy, and full compliance with banking regulations.
- Handle complex customer inquiries and complaints with professionalism, ensuring timely resolution and high customer satisfaction scores.
- Coordinate closely with cross-functional teams to streamline service delivery processes and eliminate operational bottlenecks.
- Monitor key performance indicators (KPIs) and prepare regular performance reports for management review.
- Implement and maintain robust Standard Operating Procedures (SOPs) to standardize service delivery.
- Assist in the training and mentoring of junior staff to enhance overall team capability and service standards.
- Manage administrative duties related to channel operations, including documentation and record-keeping.
Kualifikasi
- Bachelor’s degree in Business Administration, Finance, Banking, or a related field.
- Minimum of 3-5 years of relevant experience in banking operations, customer service, or business channels.
- Strong understanding of banking products, services, and regulatory compliance standards.
- Excellent verbal and written communication skills in English and Malay.
- Proficient in using MS Office Suite and relevant banking software systems (e.g., core banking applications).
- Demonstrated ability to work under pressure and meet tight deadlines in a dynamic environment.
- Strong problem-solving skills with a proactive and customer-centric approach.