Customer Service Manager, Desa Park City (Kuala Lumpur, Federal Territory of Kuala Lumpur, MY, 55188)

HSBC
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Planning","Organization","Analytical reasoning","Adaptability","Interpersonal skills","Coaching","Mentoring"]

Lead the branch’s customer service team to deliver exceptional service and operational efficiency. Serve as the primary contact for escalated inquiries and complaints, ensure strong data quality and smooth branch workflows, and drive continuous improvements using customer feedback. Oversee Premier Relationship Officers and support cross-selling and sales targets in collaboration with the Branch Manager. Ensure adherence to policies, including KYC/CDD, fraud and operational risk controls, confidentiality, and Shariah-compliant service standards.

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FursaFursa
HSBC
HSBC
4 hours ago

Customer Service Manager, Desa Park City (Kuala Lumpur, Federal Territory of Kuala Lumpur, MY, 55188)

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead the branch’s customer service team to deliver exceptional service and operational efficiency. Serve as the primary contact for escalated inquiries and complaints, ensure strong data quality and smooth branch workflows, and drive continuous improvements using customer feedback. Oversee Premier Relationship Officers and support cross-selling and sales targets in collaboration with the Branch Manager. Ensure adherence to policies, including KYC/CDD, fraud and operational risk controls, confidentiality, and Shariah-compliant service standards.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead the branch’s customer service team to champion a customer-first culture and resolve escalated issues promptly.
  • •Act as the primary point of contact for escalated inquiries and complaints and ensure accurate reporting via tracking systems.
  • •Ensure high-quality data input across customer records, sales documents, and reporting, and optimize workflows to reduce errors.
  • •Manage and coach the team (including Premier Relationship Officers) to drive performance in sales quality, service standards, productivity, and staff engagement.
  • •Ensure compliance with bank policies and procedures, oversee CDD/KYC due diligence, and uphold Shariah-compliant sales and service excellence while addressing operational risks and confidentiality.

Key Requirements

  • •At least 6–9 years in a supervisory role in banking operations with strong understanding of Wealth and Personal Banking products and attributes.
  • •Proven leadership experience managing large service teams and driving excellent customer service standards.
  • •Strong planning/organization skills, analytical reasoning, and the ability to make decisions under pressure.
  • •Adaptability to a regularly changing work environment; results driven with initiative.
  • •Conversant in Shariah knowledge and competency, with strong interpersonal skills for hands-on coaching and mentoring.
Experience:BankingWealth managementPersonal banking
Skills:LeadershipPlanningOrganizationAnalytical reasoningAdaptabilityInterpersonal skillsCoachingMentoring

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn