Executive - Business Channels (Operations & Customer Service)

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Functional

Operations

• Function as the back-up CSOM as and when required and carry out all responsibilities applicable to the CSOM role.
• Execute the comprehensive roles and responsibilities, including supervisory functions, of Savings/Fixed Deposit/Current Account officer.
• Execute the comprehensive roles and responsibilities, including supervisory functions, of Remittance Officer/ GL Officer /Chief Cashier/ SDB Officer / After Sales Service Officer / Inventory management.
• Execute the SST custodian duties as and when required including weekends/public holidays.
• Maintain and exercise control over assigned keys and combination including updating of registers.
• As Chief Cashier, accountable for overall branch cash holding and end of day cash balancing.
• Override/authorize over the counter transactions based on limits assigned by the Bank.
• Perform a range of account reviews including but not limited to EDD, ODD, TDD, CDD etc.
• Perform checking of assigned reports for review and error identification.
• Execute branch RCSA based on monthly modules rolled out as a component of operational risk management.
• Extend thorough support and assistance to BM/CSOM during On-site/Thematic audits, FCC, BORM and other reviews.
• Process transactions for the branch as and when required in a timely and accurate manner.
• Comply with Bank's internal SOPs as well as statutory & regulatory compliance.
  

Sales & Service

• Participate in sales activities (including weekends) to conduct road shows, open houses, product promotion events and account opening.
• Fulfill cross-selling targets for specific products and ensure KRA is met. To this end, follow up on leads provided to the branch for cross selling purposes.
• Provide superior service to branch customers to ensure satisfactory CSAT and Mystery Shopping score. Perform the Service Champion/Navigator role as applicable.
• Migrate counter transactions and assist customers to sign-up for HL Connect/ HL Connect First / HL Mobile App.

Other Responsibilities

• Comply with the Bank's Code of Conduct & Ethics
• Support and assist branch housekeeping activities.
• Perform First Aiders functions as part of OSH expectation.

Managerial

• Supervise clerical staff where applicable.
• Support a conducive working environment among team members.

Organizational

• Provide support to the Branch Manager/Customer Service and Operations Manager in meeting customer service expectations, cross-selling (for products applicable), and ensuring operational control and compliance in accordance with the Bank's requirement.

Education/Qualification

• Degree/Diploma Holder from recognized Universities/Colleges

Experience

• Related working experience in Financial Institution or related field
• Possess Customer interaction / cash handling / transaction processing / sales experience

Special Skills

• Basic banking knowledge
• High level of integrity and accountability
• Sales skills are a plus
• Excellent service mindset and communication skills
• Professional appearance and courtesy