Supervisor, Bureau de Change (BDC) - Genting Highlands

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Job Purpose:

The BDC Supervisor is responsible for overseeing the day-to-day operations of the BDC, ensuring effective staff deployment, operational readiness, regulatory compliance and achievement of team performance targets. The role provides frontline leadership to BDC Sales Executives while ensuring consistent service delivery, operational efficiency and business performance.

Job Responsibilities:

• Oversee the daily operations of the BDC and ensure smooth execution of Foreign Currency Notes (FCN) buy and sell transactions.

• Perform and provide guidance on the duties and responsibilities of the BDC Sales Executive.

• Plan and manage staff rotation and duty schedules to ensure adequate manpower coverage and service continuity.

• Monitor team sales performance against established targets and drive initiatives to improve productivity and revenue generation.

• Monitor FCN cash and stock levels and ensure timely disposal and replenishment according to business requirements.

• Oversee rate entry and pricing activities to ensure accuracy, competitiveness and compliance with approved parameters.

• Ensure adherence to operational procedures, internal policies, controls and applicable regulatory requirements.

• Review operational exceptions, discrepancies and customer issues and ensure timely resolution or escalation.

• Provide coaching, guidance and on-the-job support to BDC Sales Executives to strengthen product knowledge, sales capability and operational competency.

• Monitor individual staff performance and provide regular feedback to drive accountability and performance improvement.

• Identify operational gaps and implement improvements to enhance efficiency and service delivery.

• Ensure proper documentation, controls and records are maintained across BDC activities.

• Liaise with relevant internal stakeholders on operational, staffing, compliance and business matters.

• Support the Head of BDC in implementing business initiatives, operational improvements and strategic priorities.

• Ensure consistent service standards and a professional customer experience across BDC operations.

Job Requirements:

• Bachelor’s Degree or Diploma in any relevant discipline.

• Relevant experience in foreign exchange, banking operations, cash management, sales or related financial services.

• Prior supervisory or team leadership experience is preferred.

• Strong leadership and people management skills.

• Good analytical and numerical skills, particularly in monitoring rates, transaction volumes and stock levels.

• Strong scheduling and workforce coordination capabilities.

• Good understanding of operational controls, compliance requirements and risk management.

• Strong problem-solving and decision-making skills.

• Good communication, coaching and stakeholder management skills.

• Strong customer service orientation with the ability to manage customer and operational issues effectively.

• Target-driven with the ability to motivate a team towards collective and individual performance.

• Ability to work effectively in a fast-paced operational environment.