Key Responsibilities
- Team Leadership & Performance
- Lead, coach, and develop a team of client experience staff to deliver superior service and consistent brand representation.
- Foster a high-performance, customer-first culture through continuous feedback, training, and performance management.
- Act as the senior point of contact for in-store matters, setting clear goals and ensuring service excellence across all shifts.
- Business Growth & Client Engagement
- Drive footfall, engagement, and conversion through effective execution of in-store campaigns, referral programs, and branded experiences.
- Collaborate with product teams to localize and execute outreach initiatives, investor education sessions, and product activations.
- Supervise and coordinate branch-level marketing initiatives by ensuring the timely distribution of approved marketing materials, guiding team members in promoting ongoing campaigns, and overseeing client communication to ensure alignment with pre-approved messaging from compliance and marketing teams.
- Monitor client engagement activities and provide feedback on campaign effectiveness, while ensuring all frontline promotions remain within regulatory guidelines.
- Serve as the brand ambassador during VIP visits, partnership events, and media opportunities.
- Operations & Store Management
- Oversee the day-to-day operations of the Experience Centre, ensuring all processes, tools, and materials are efficient, accurate, and compliant.
- Manage staffing, scheduling, inventory, vendor coordination, and facilities to ensure smooth retail and service operations.
- Monitor customer behavior, traffic trends, and service metrics to continuously improve store layout and experience flow.
- Develop, implement, maintain, and continuously improve store-level policies, SOPs, service standards, and operational guidelines to ensure consistency, compliance, and operational excellence.
- Risk Management & Regulatory Compliance
- Ensure full compliance with local regulatory requirements, including KYC/eKYC, PDPA, CMSA, and SC Malaysia guidelines.
- Coordinate with Legal, Compliance, and Risk teams to maintain audit-readiness and uphold data privacy and security protocols.
- Identify and mitigate potential service or operational risks; proactively manage incidents and escalate issues when needed.
- Ad-hoc Duties
- Undertake special projects or operational tasks as assigned by management to support evolving business priorities.
Requirements
- Bachelor’s degree in Business, Finance, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in customer experience, retail, financial services, or fintech, including 3 years in a supervisory or leadership role.
- Solid understanding of investment products, online trading platforms, or fintech ecosystems.
- Familiarity with regulatory standards by the Securities Commission Malaysia and Bursa Malaysia is a strong advantage.
- Proven experience in launching new retail/branch concepts or customer engagement hubs.
- Excellent interpersonal and communication skills; able to engage a diverse customer base and lead a high-performing team.
- Fluent in English, Bahasa Malaysia, and Chinese (Mandarin/Cantonese) — both spoken and written.
- Willingness to work weekends or public holidays, as per operational needs.
Required License(s)
- CMSRL holder - Dealing in Securities, Module 6 & 7 (Preferred)
- Unit Trust Consultant (Must pass Computerised Unit Trust Examination)
Benefits
We offer a comprehensive and holistic work experience and package as follows:
- Competitive compensation & benefits.
- Fun loving and diverse work environment.
Please note that only short-listed candidates will be contacted. Thank you.
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