Private / Premier Service Manager

OCBC Bank

Kuala Lumpur
Permanent
Full-time

16 days ago

We are seeking a high skilled and motivated Premier Service Manager (PSM) to manage the operations of our Flagship Premier Private Client Centre.As the PSM, you will be the first point of contact for all walk-in clients. You will be responsible for managing the day-to-day operations of the Centre/lounge, maintaining a welcoming environment, and ensuring exceptional customer service.1. Centre / Lounge Operations Management

Oversee day-to-day operations of the PPC Centre, includes serving meals and beverages to clients, managing inventories and operational planning etc.

Maintain scheduling for use of meeting rooms, events, booking and order for in-Centre dining, etc. * Upkeep and oversee the PPC Centre premises / facility management in accordance with prescribed standards as required.

Perform the role as the “Floor Manager” based on requirements given.

2. Customer Services Excellence

Create a welcoming atmosphere for visiting clients, including warmly greet clients upon arrival and return, provide clear directions to meeting rooms, ensure clients find their designated spaces.
Take proactive approach when attending to clients in the Centre, eg, anticipate their needs, address their concern and request promptly.
Identify ways to enhance the client service and experience.

3. In-Centre Event Management

Plan, organize, and execute events at the Centre with objective to acquire new clients and to engage existing clients. (Event includes investment seminar, thematic talk, lifestyle event, ranging from 10 pax to 200 pax).
Manage all aspects of event logistics, including venue setup, audiovisual requirements, catering, and attendee registration.
Work within allocated budgets for each event, ensuring cost-effective planning and execution; seek opportunities for sponsorships or partnerships to maximize resources.
Collaborate with internal and external stakeholders to ensure seamless event coordination.

4. Relationship Management

Support and collaborate with Client Advisor (CA), Client Advisor Assistant (CAA) and Desk Head to deliver excellent service, eg, ensure smooth handover of the client by informing CA when client arrives.
Deliver personalized and memorable experiences to deepen client relationship, eg, familiarize with client appointment and individual names, engage in small talks with clients.
Identify opportunities for new sign ups, referrals, upsell or cross-sell banking products and services.

Qualifications * Strong customer-focused mindset with a passion for delivering exceptional services.

Excellent interpersonal and communication skills. Fluency in English and Mandarin is required.
Possess a professional, presentable, and well-groomed appearance.
Attention to details in providing high-quality service and experience. Having prior experiences in a similar role within the private lounges or luxury hospitality industry will be advantageous.
Strong organizational skills with scheduling, event management, inventory management, and facility management.
Able to handle challenging situations with professionalism and tact.

OCBC Bank

Apply Now