Define your future at Hong Leong Bank
Responsible to provide end-to-end hospitality support to the Priority Banking (PB) Service Relationship Managers (SRMs). The Ambassador serves as the primary host of the Priority Banking Center (PBC), orchestrating the customer journey from the building lobby to the center. The role focuses on elevating client satisfaction by maintaining a premium environment, managing non-transactional service needs, and identifying friction points to enhance the overall customer experience.
The Art of the Welcome
- Orchestrate the Journey
- Proactively engaging and ensuring no customer is left unattended during wait times (unless privacy is preferred).
- Ensure all walk-in Priority Banking (PB) customers are attended to in a timely, effective, and accurate manner.
- Facilitate the seamless drop-off model where clients provide instructions and documentation for immediate departure, while the Service Relationship Manager (SRM) manages end-to-end execution with PB Support.
- Curate the Atmosphere
- Oversee the physical upkeep of customer and staff spaces, ensuring premium standards for facilities, equipment, refreshments, and amenities.
- Lead the end-to-end coordination and execution of PB brand standardization and all seasonal/festive transformations.
- Ensure a welcoming, comfortable environment, similar to hosting a guest at home (Hospitality-First).
- Manage refreshment provision, including ensuring sufficient stock, enforcing service guidelines (e.g., serving juices in a tall glass), and adhering to approved item listings.
- Champion Service Excellence
- Deliver personalized customer experience and build sustainable relationships by consistently taking the extra mile to engage clients.
- Uphold the Do it right the 1st time philosophy to maintain the center's Service Quality (SQ) scores.
- Professionalize the service culture by embodying premium hosting standards and service etiquette discipline.
Lead Digital & Operational Navigation
- Digital Advocacy
- Guide customers through the HLB Connect App (inferred from the shift in SRM focus to non-cash transactions like Connect App and FD).
- Share information on current campaigns to add value to the client's visit (consistent with the role's engagement mandate).
- Streamline Operations
- Ensure the upkeep of the Priority Banking Center (PBC) is maintained and that all facilities and stationary supplies are sufficiently provided.
- Manage and monitor Priority Banking brand standardization across the primary center and all satellite PB spaces within the jurisdiction.
Bridge the Gap
- Assist with service-related matters and resolve customer concerns
- Take full, end-to-end ownership of all customer issues and enquiries within the PBC, from initial query to formal complaint.
- Bridge the servicing gap for customers handling transactions where SRMs are stretched thin, such as cash transactions or safe deposit boxes.
- Manage the complete lifecycle of complaints by ensuring diligent follow-up and follow-through (FUFT) to resolution, ensuring high retention.
- Identify operational bottlenecks and recommend enhancements to system workflows to reduce client friction and improve satisfaction.
