904 Customer Relationship jobs in Malaysia

Alliance Bank Malaysia Berhad

• Sales and Service Management
• Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT
• Actively identify and pursue sales opportunities by:
  
  

• Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
• Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
• Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers
• Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
• Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue
• Actively sourcing for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross products within GCB.
• Execute sales performance and tracking processes by:
• Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
• Compiling and submitting accurate and timely sales reports
• Maintain accurate and updated information by:
• Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
• Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance
• Portfolio & Relationship Management
• Grow customer franchise and contain customer attrition at low rate
• Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT, DCI, SI) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles
• To actively market and sell consumer products to own portfolio of PB customers
• Understanding and assessing customers’ requirements and recommend appropriate consumer products
• Actively cross-selling to Alliance Bank’s customers
• Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking).

• Build and maintain long-term and profitable relationships by:
• Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriate
• Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis
• Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary
• Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers
• People Management
• Manage stakeholder and be a team player.
• Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub Manager.
• Project a professional business image at all times through high standards of housekeeping and personal grooming.
• Risk, & Regulatory Management
• Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers.
• Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch.
• Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, audit compliance and BNM guidelines.
  
  
NOTE: Job Descriptions are subject to change at the discretion of the Management

• Sales and Service Management
• Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT
• Actively identify and pursue sales opportunities by:
  
  

• Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
• Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
• Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers
• Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
• Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue
• Actively sourcing for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross products within GCB.
• Execute sales performance and tracking processes by:
• Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
• Compiling and submitting accurate and timely sales reports
• Maintain accurate and updated information by:
• Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
• Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance
• Portfolio & Relationship Management
• Grow customer franchise and contain customer attrition at low rate
• Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT, DCI, SI) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles
• To actively market and sell consumer products to own portfolio of PB customers
• Understanding and assessing customers’ requirements and recommend appropriate consumer products
• Actively cross-selling to Alliance Bank’s customers
• Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking).

• Build and maintain long-term and profitable relationships by:
• Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriate
• Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis
• Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary
• Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers
• People Management
• Manage stakeholder and be a team player.
• Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub Manager.
• Project a professional business image at all times through high standards of housekeeping and personal grooming.
• Risk, & Regulatory Management
• Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers.
• Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch.
• Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, audit compliance and BNM guidelines.
  
  
NOTE: Job Descriptions are subject to change at the discretion of the Management

Skills


• Experience in sales or sales management
• Project satisfactory customer service quality & behaviour
• Able to work well in a team
• Fluent to converse and write in English, Bahasa Malaysia or Chinese language/dialects.
• Good planning / Organization skills
• Flexibility to change
• Proactive / Initiative
• Open to problem solving / decision making / analytical thinking
• Possess good job knowledge in banking and banking products
• Passion for success and keen to work in a sales-driven environment
  
  
Knowledge


• Candidate must possess at least a Diploma or Degree in any field i.e. Banking / Accounting & Finance / Economics / Marketing / Business Studies.
  
  
Experience


• At least 3-8 years working experience in the banking and financial industry, especially in the area of consumer banking
  
  

• Registered with the Federation of Investment Managers Malaysia (FIMM);
• Pass all Unit Trust examinations conducted by FIMM
• Pass IPPC (Structured Investment), CEILI, PCE (Life & General) for those who sell Bancassurance products;
• Must not be below 21 years of age;
• Possess at least Grade 3 SPM or its equivalent as determined by FIMM;
• Honest, of good character, no adverse reputation, efficient, reliable and have high integrity.
• Individual must not have been:
• found by a court or other competent authority to have acted fraudulently or dishonestly;
• convicted of a criminal offence; or
• censured or reprimanded by, or denied/disqualified from membership of a professional or trade body; or a regulatory license, registration or similar approval has been refused or revoked.
• Not be an undischarged bankrupt, subject to bankruptcy proceedings and has failed to meet any judgement debt;
• Have signed Statutory Declaration attesting to requirements set out in 5(a) to (c), 6 and undertaking to comply with SC’s Code of Ethics and Standards of Professional Conduct.

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• Sales and Service Management
• Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT
• Actively identify and pursue sales opportunities by:
• Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
• Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
• Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers
• Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
• Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue
• Actively sourcing for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross referrals products within GCB.

• Execute sales performance and tracking processes by:
• Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
• Compiling and submitting accurate and timely sales reports

• Maintain accurate and updated information by:
• Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
• Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance
• Portfolio & Relationship Management
• Grow customer franchise and contain customer attrition at low rate
• Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/product bundles
• To actively market and sell consumer products to own portfolio of PB customers
• Understanding and assessing customers’ requirements and recommend appropriate consumer products
• Actively cross-selling to Alliance Bank’s customers
• Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking).

Build and maintain long-term and profitable relationships by:

• Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriate
• Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis
• Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary
• Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers
• Human Capital
• Manage stakeholders and be a good team player
• Participate in daily / weekly sales briefings conducted by Branch Manager
• Project a professional business image at all times through high standards of housekeeping and personal grooming.
• Risk, & Regulatory Management
• Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers.
• Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch.
• Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, sales related audit compliance and BNM guidelines.
  
  

NOTE: Job Descriptions are subject to change at the discretion of the Management

Skills

• Experience in sales or sales management
• Project satisfactory customer service quality & behaviour
• Able to work well in a team
• Fluent to converse and write in English, Bahasa Malaysia or Chinese language/dialects.
• Good planning / Organization skills
• Flexibility to change
• Proactive / Initiative
• Open to problem solving / decision making / analytical thinking
• Possess good job knowledge in banking and banking products
• Passion for success and keen to work in a sales-driven environment
  
  

Knowledge

• Candidate must possess at least a Diploma or Degree in any field i.e. Banking / Accounting & Finance / Economics / Marketing / Business Studies.
  
  

Experience

• At least 2-3 years working experience in the banking and financial industry, especially in the area of consumer banking

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Alliance Bank Malaysia Berhad

1. Sales and Service Management

• Focus on providing excellent personalized service to PB customers by attending to their various banking transaction needs while resolving problems and complaints within the specified TAT.
• Actively identify and pursue sales opportunities by expanding and growing the new customer base and new investment accounts through referrals from existing PB customers or personalized service recovery efforts.
• Grow existing relationships' AUMs, including CASA and Fixed Deposits, and acquire new customers.
• Collaborate with Wealth Management Office, Branch Operations, Customer Service Division, and Lending Hubs to obtain comprehensive product updates exclusive to our affluent customers.
• Identify cross-sell opportunities among existing PB customers and for relationship deepening.
• Promote product bundles where applicable to increase cross-sell penetration and contribute to the bank's revenue growth.
• Source new sales and leads within the internal database and through cross-referrals obtained from , SME, Commercial, and Corporate Banking, as well as other cross-products within GCB.

• Execute sales performance and tracking processes by:
• Supporting Branch Manager/PB Hub Manager to achieve sales and service targets.
• Compile and submit accurate and timely sales reports.

• Maintain accurate and updated information by:
• Staying informed on updated product information and market changes, such as revised interest rates of Alliance Bank products and competitors.
• Serving as the first line of defense to identify fraudulent and unusual activities, upholding operational compliance.

Portfolio & Relationship Management

• Grow customer franchise and minimize attrition.
• Increase balances and share of wallet in key products such as CASA, FD, Foreign Current Account, Investment Products (UT, DCI, SI), and Insurance Products (RP).
• Convert existing FD portfolios into revenue-generating products like CASA and FCA/DCI/product bundles.
• Actively market and sell consumer products to own portfolio of PB customers.
• Understand and assess customer requirements and recommend appropriate consumer products.
• Cross-sell actively to Alliance Bank’s customers.
• Refer new non-consumer lending opportunities and complete referral forms to direct to appropriate lending units.

• Build and maintain long-term profitable relationships by:
• Providing quality customer service, obtaining customer feedback, and informing managers where appropriate.
• Resolving customer problems and complaints, escalating unresolved issues as needed.
• Ensuring turnaround times for wealth products/credit applications are within service levels, escalating when necessary.
• Adhering strictly to contact management and service standards for calls, visits, portfolio reviews, and market research.

People Management

• Manage stakeholder relationships and be a team player.
• Participate in daily/weekly sales briefings conducted by the Branch Manager/PB Hub Manager.
• Maintain a professional business image through high standards of housekeeping and personal grooming.

Risk & Regulatory Management

• Manage portfolio risk exposure, ensuring zero mis-selling.
• Ensure no discrepancies, exceptions, or non-compliance when booking sales across products.
• Maintain compliance with Alliance Bank’s policies, procedures, and regulatory guidelines, including KYC, AMLA, credit control, audit, and BNM guidelines.

Note: Job descriptions are subject to change at the discretion of management.

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The Customer Relationship Manager is responsible to build the customer base and drive new haemodialysis patient acquisition by regularly promoting the services of DaVita Malaysia via meet up and various marketing activities to selected/targeted stakeholders; Nephrologists / Medical Officers / Medical Assistants / Haemodialysis Unit Nurses of government hospitals and private hospitals/clinics; Social Welfare Department; Private insurance companies and TPAs; Corporate clients.

• The candidate will drive and monitor the growth in terms of patient numbers within the targeted DaVita Malaysia Clinics and ensure the Company is on track to reach its planned target for the year.
• The candidate will work closely with Centre Teammates, Regional Operation Managers and Partner Engagements teammates to deliver results.
• The candidate will develop and implement reporting methodology on the process flow of relationship management with key stakeholders as well as patient acquisition.
• The candidate will also actively identify and pursue new inorganic growth opportunities through networking.

Key qualities required of this individual will be enthusiasm for communications, relationship building, and proven sales experience to deliver results, with an ability to think and act independently, proactively, and collaborate effectively. The candidate should demonstrate passion and a proven track record. This individual will coach and provide advice to the Partner Engagements teammates, and will ultimately be considered a valued member of the Malaysia Operations team.

The following duties generally reflect the expectations of this position; however, these are not exhaustive.

Supervisory Responsibilities

• Relationship building with patient referral source and other key stakeholders - Leading promotion of DaVita Malaysia in partnership with operations teams to drive new patient acquisition (organic growth).
• Lead generation for inorganic growth opportunities. Prepare and deliver marketing activities and appropriate presentation materials on service and company updates.
• Patient Communication - Assist and follow up closely with patients to obtain necessary information for their decision-making in a timely manner together with Partner Engagement teammate.
• Planning, Execution, and Reporting;
  - Develop an internal plan and strategic priorities to engage referral sources and inorganic growth opportunities.
  - Prepare a Monthly report on the progress.
  -Attend weekly meeting, patient pipeline meetings, and other relevant meetings/trainings invited or assigned.
• Partnership and alignment with local Operations team to ensure clear communications
• Agility and flexibility to apply business insights and research to communications activities
• Partner with other leaders on growth initiatives and market research
• Ensure adherence to timelines and quality guidelines (DaVita’s internal protocols and policies) in all activities
• Other duties as assigned, from time to time.
  

Minimum Qualifications

Following are the qualifications and certifications associated for this job position:

• Min 2-5 years direct sales experience, relationship building or marketing role in healthcare services or life sciences industries is referred, in particular pharma sales
• Proven track record of the ability to plan and execute relationship building to delivery results (i.e., identify targets, obtain contacts, build relationships, etc.)
• Comprehensive knowledge of digital communications and sales and relationship management tools (i.e., web and mobile platforms, etc.)
• Proven experience in engaging and managing Key Opinion Leaders (KOLs), such as doctors and specialists.
• Excellent communication skills, in both English and Bahasa Malaysia, proficiency in Mandarin is an added advantage.
• Ability to propose effective, innovative and original solutions
• Skilled at planning, project management, time management and decision-making

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• Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT
• Actively identify and pursue sales opportunities by:
• Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
• Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
• Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers
• Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
• Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue
• Actively sourcing for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross products within GCB.
• Execute sales performance and tracking processes by:
• Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
• Compiling and submitting accurate and timely sales reports
• Maintain accurate and updated information by:
• Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
• Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance
• Grow customer franchise and contain customer attrition at low rate
• Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT, DCI, SI) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles
• To actively market and sell consumer products to own portfolio of PB customers
• Understanding and assessing customers’ requirements and recommend appropriate consumer products
• Actively cross-selling to Alliance Bank’s customers
• Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking).
• Build and maintain long-term and profitable relationships by:
• Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriate
• Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis
• Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary
• Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers
• People Management
• Manage stakeholder and be a team player.
• Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub Manager.
• Project a professional business image at all times through high standards of housekeeping and personal grooming.
• Risk, & Regulatory Management
• Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers.
• Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch.
• Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, audit compliance and BNM guidelines.
  
  

• Sales and Service Management
• Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT
• Actively identify and pursue sales opportunities by:
• Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
• Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
• Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers
• Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
• Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue
• Actively sourcing for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross products within GCB.

• Execute sales performance and tracking processes by:
• Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
• Compiling and submitting accurate and timely sales reports

• Maintain accurate and updated information by:
• Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
• Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance
• Portfolio & Relationship Management
• Grow customer franchise and contain customer attrition at low rate
• Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT, DCI, SI) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles
• To actively market and sell consumer products to own portfolio of PB customers
• Understanding and assessing customers’ requirements and recommend appropriate consumer products
• Actively cross-selling to Alliance Bank’s customers
• Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking).

Build and maintain long-term and profitable relationships by:

• Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriate
• Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis
• Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary
• Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers
• People Management
• Manage stakeholder and be a team player.
• Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub Manager.
• Project a professional business image at all times through high standards of housekeeping and personal grooming.
• Risk, & Regulatory Management
• Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers.
• Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch.
• Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, audit compliance and BNM guidelines.
  
  

NOTE: Job Descriptions are subject to change at the discretion of the Management Seniority level

• Seniority level Entry level

Employment type

• Employment type Full-time

Job function

• Job function Sales and Business Development
• Industries Banking

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Alliance Bank Malaysia Berhad

Sales and Service Management Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT Actively identify and pursue sales opportunities by: Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue Actively sourcing for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross referrals products within GCB.

Execute sales performance and tracking processes by: Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target Compiling and submitting accurate and timely sales reports

Maintain accurate and updated information by: Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors) Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance Portfolio & Relationship Management Grow customer franchise and contain customer attrition at low rate Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT) and Insurance Products (RP) Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/product bundles To actively market and sell consumer products to own portfolio of PB customers Understanding and assessing customers’ requirements and recommend appropriate consumer products Actively cross-selling to Alliance Bank’s customers Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking).

Build and maintain long-term and profitable relationships by: Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriate Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers Human Capital Manage stakeholders and be a good team player Participate in daily / weekly sales briefings conducted by Branch Manager Project a professional business image at all times through high standards of housekeeping and personal grooming. Risk, & Regulatory Management Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers. Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch. Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, sales related audit compliance and BNM guidelines.

NOTE: Job Descriptions are subject to change at the discretion of the Management

Skills

Experience in sales or sales management Project satisfactory customer service quality & behaviour Able to work well in a team Fluent to converse and write in English, Bahasa Malaysia or Chinese language/dialects. Good planning / Organization skills Flexibility to change Proactive / Initiative Open to problem solving / decision making / analytical thinking Possess good job knowledge in banking and banking products Passion for success and keen to work in a sales-driven environment

Knowledge

Candidate must possess at least a Diploma or Degree in any field i.e. Banking / Accounting & Finance / Economics / Marketing / Business Studies.

Experience

At least 2-3 years working experience in the banking and financial industry, especially in the area of consumer banking

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Alliance Bank Malaysia Berhad

Sales and Service Management Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT Actively identify and pursue sales opportunities by:

Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue Actively sourcing for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross products within GCB. Execute sales performance and tracking processes by: Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target Compiling and submitting accurate and timely sales reports Maintain accurate and updated information by: Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors) Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance Portfolio & Relationship Management Grow customer franchise and contain customer attrition at low rate Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT, DCI, SI) and Insurance Products (RP) Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles To actively market and sell consumer products to own portfolio of PB customers Understanding and assessing customers’ requirements and recommend appropriate consumer products Actively cross-selling to Alliance Bank’s customers Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking). Build and maintain long-term and profitable relationships by: Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriate Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers People Management Manage stakeholder and be a team player. Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub Manager. Project a professional business image at all times through high standards of housekeeping and personal grooming. Risk, & Regulatory Management Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers. Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch. Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, audit compliance and BNM guidelines.

NOTE: Job Descriptions are subject to change at the discretion of the Management

Sales and Service Management Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT Actively identify and pursue sales opportunities by:

Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue Actively sourcing for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross products within GCB. Execute sales performance and tracking processes by: Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target Compiling and submitting accurate and timely sales reports Maintain accurate and updated information by: Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors) Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance Portfolio & Relationship Management Grow customer franchise and contain customer attrition at low rate Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT, DCI, SI) and Insurance Products (RP) Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles To actively market and sell consumer products to own portfolio of PB customers Understanding and assessing customers’ requirements and recommend appropriate consumer products Actively cross-selling to Alliance Bank’s customers Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking). Build and maintain long-term and profitable relationships by: Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriate Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers People Management Manage stakeholder and be a team player. Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub Manager. Project a professional business image at all times through high standards of housekeeping and personal grooming. Risk, & Regulatory Management Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers. Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch. Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, audit compliance and BNM guidelines.

NOTE: Job Descriptions are subject to change at the discretion of the Management

Skills

Experience in sales or sales management Project satisfactory customer service quality & behaviour Able to work well in a team Fluent to converse and write in English, Bahasa Malaysia or Chinese language/dialects. Good planning / Organization skills Flexibility to change Proactive / Initiative Open to problem solving / decision making / analytical thinking Possess good job knowledge in banking and banking products Passion for success and keen to work in a sales-driven environment

Knowledge

Candidate must possess at least a Diploma or Degree in any field i.e. Banking / Accounting & Finance / Economics / Marketing / Business Studies.

Experience

At least 3-8 years working experience in the banking and financial industry, especially in the area of consumer banking

Registered with the Federation of Investment Managers Malaysia (FIMM); Pass all Unit Trust examinations conducted by FIMM Pass IPPC (Structured Investment), CEILI, PCE (Life & General) for those who sell Bancassurance products; Must not be below 21 years of age; Possess at least Grade 3 SPM or its equivalent as determined by FIMM; Honest, of good character, no adverse reputation, efficient, reliable and have high integrity. Individual must not have been: found by a court or other competent authority to have acted fraudulently or dishonestly; convicted of a criminal offence; or censured or reprimanded by, or denied/disqualified from membership of a professional or trade body; or a regulatory license, registration or similar approval has been refused or revoked. Not be an undischarged bankrupt, subject to bankruptcy proceedings and has failed to meet any judgement debt; Have signed Statutory Declaration attesting to requirements set out in 5(a) to (c), 6 and undertaking to comply with SC’s Code of Ethics and Standards of Professional Conduct.

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Sales and Service Management Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT Actively identify and pursue sales opportunities by: Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue Actively sourcing for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross referrals products within GCB.

Execute sales performance and tracking processes by: Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target Compiling and submitting accurate and timely sales reports

Maintain accurate and updated information by: Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors) Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance Portfolio & Relationship Management Grow customer franchise and contain customer attrition at low rate Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT) and Insurance Products (RP) Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/product bundles To actively market and sell consumer products to own portfolio of PB customers Understanding and assessing customers’ requirements and recommend appropriate consumer products Actively cross-selling to Alliance Bank’s customers Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking).

Build and maintain long-term and profitable relationships by: Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriate Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers Human Capital Manage stakeholders and be a good team player Participate in daily / weekly sales briefings conducted by Branch Manager Project a professional business image at all times through high standards of housekeeping and personal grooming. Risk, & Regulatory Management Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers. Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch. Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, sales related audit compliance and BNM guidelines.

NOTE: Job Descriptions are subject to change at the discretion of the Management

Skills

Experience in sales or sales management Project satisfactory customer service quality & behaviour Able to work well in a team Fluent to converse and write in English, Bahasa Malaysia or Chinese language/dialects. Good planning / Organization skills Flexibility to change Proactive / Initiative Open to problem solving / decision making / analytical thinking Possess good job knowledge in banking and banking products Passion for success and keen to work in a sales-driven environment

Knowledge

Candidate must possess at least a Diploma or Degree in any field i.e. Banking / Accounting & Finance / Economics / Marketing / Business Studies.

Experience

At least 2-3 years working experience in the banking and financial industry, especially in the area of consumer banking

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The Customer Relationship Manager is responsible to build the customer base and drive new haemodialysis patient acquisition by regularly promoting the services of DaVita Malaysia via meet up and various marketing activities to selected/targeted stakeholders; Nephrologists / Medical Officers / Medical Assistants / Haemodialysis Unit Nurses of government hospitals and private hospitals/clinics; Social Welfare Department; Private insurance companies and TPAs; Corporate clients. The candidate will drive and monitor the growth in terms of patient numbers within the targeted DaVita Malaysia Clinics and ensure the Company is on track to reach its planned target for the year. The candidate will work closely with Centre Teammates, Regional Operation Managers and Partner Engagements teammates to deliver results. The candidate will develop and implement reporting methodology on the process flow of relationship management with key stakeholders as well as patient acquisition. The candidate will also actively identify and pursue new inorganic growth opportunities through networking. Key qualities required of this individual will be enthusiasm for communications, relationship building, and proven sales experience to deliver results, with an ability to think and act independently, proactively, and collaborate effectively. The candidate should demonstrate passion and a proven track record. This individual will coach and provide advice to the Partner Engagements teammates, and will ultimately be considered a valued member of the Malaysia Operations team. The following duties generally reflect the expectations of this position; however, these are not exhaustive.

Supervisory Responsibilities Relationship building with patient referral source and other key stakeholders - Leading promotion of DaVita Malaysia in partnership with operations teams to drive new patient acquisition (organic growth). Lead generation for inorganic growth opportunities. Prepare and deliver marketing activities and appropriate presentation materials on service and company updates. Patient Communication - Assist and follow up closely with patients to obtain necessary information for their decision-making in a timely manner together with Partner Engagement teammate. Planning, Execution, and Reporting; - Develop an internal plan and strategic priorities to engage referral sources and inorganic growth opportunities. - Prepare a Monthly report on the progress. -Attend weekly meeting, patient pipeline meetings, and other relevant meetings/trainings invited or assigned. Partnership and alignment with local Operations team to ensure clear communications Agility and flexibility to apply business insights and research to communications activities Partner with other leaders on growth initiatives and market research Ensure adherence to timelines and quality guidelines (DaVita’s internal protocols and policies) in all activities Other duties as assigned, from time to time.

Minimum Qualifications Following are the qualifications and certifications associated for this job position: Min 2-5 years direct sales experience, relationship building or marketing role in healthcare services or life sciences industries is referred, in particular pharma sales Proven track record of the ability to plan and execute relationship building to delivery results (i.e., identify targets, obtain contacts, build relationships, etc.) Comprehensive knowledge of digital communications and sales and relationship management tools (i.e., web and mobile platforms, etc.) Proven experience in engaging and managing Key Opinion Leaders (KOLs), such as doctors and specialists. Excellent communication skills, in both English and Bahasa Malaysia, proficiency in Mandarin is an added advantage. Ability to propose effective, innovative and original solutions Skilled at planning, project management, time management and decision-making

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