Manager - Personal Financial Services

4 months ago

Kuala Lumpur, Malaysia Hong Leong Bank Full time

If you are looking to excel and make a difference, take a closer look at us

Key Responsibilities and Accountabilities
- List down the essential duties and responsibilities of the job in the 3 areas below, where applicable._

Functional
_(job responsibilities)_

Product Management
- Leads the strategy, planning. delivery, marketing, and in-life optimization of the assigned product
- Manage product profitability and commercial success - own the business case
- Provide insight to Management on the product and market
- Provide product marketing with insights on key differentiators and messages
- Develops business case for product improvement

Channel management
- To maximize the commercial potential of assigned platforms
- Generate tactical promotion ideas
- Perform regular competitor analysis to generate new ideas
- To liaise with platform PIC (ie. Shopee Malaysia) in order to maximize shop coverage/marketing
- To become au fait with all aspects of assigned platform and to suggest enhancements to operation workflow
- To monitor the assigned platforms for bugs and carry out end-to-end testing on fixes
- Feedback any platform related issues to Head, Product Management (CASA) and create temporary fixes until these are resolved

Customer Service (HLB Official Store)
- To deal promptly and professionally with customer chat enquiries and reviews, at least half of which will be in Mandarin and Bahasa Malaysia
- Guide and advise potential customers with the aim of converting to purchase
- Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of HLB Official Store in the customer’s mind and adhering to the Bank’s terms & conditions
- To monitor the online shops for issues which might deter customers from buying and to suggest then implement ways of combating these issues
- To investigate payment issues and monitor all orders for fraud
- To request refunds accurately (if necessary)
- To liaise with the e-Commerce PIC in order to sort out any issues relating to refunds

Team
- Contribute to the work of the team as required, including user acceptance testing (UAT), problem solving, producing reports and presentations, etc

Organizational
_(organizational responsibilities)_
- Champion the PFS-Retail Deposit roadmap and delivery both internally and externally
- Continuous effort to improve business in support of building brand awareness and improving customer experience.

Jobholder Requirements

Indicate the minimum requirements expected of a jobholder in order to perform the job satisfactorily

Education/Qualification
- Bachelor’s Degree in Business or related field
- Min 5+ years of digital product management/development experience
- Prior experience in consumer banking / e-commerce / wallet (would be an advantage)
- Strong competency in verbal and written communications
- Strong analytical skills and data-driven thinking

Experience
- Excellent fluency in written and spoken English and one of the other following languages is essential: CHI & BM
- Customer service experience and the ability to deal with difficult customers is essential
- Knowledge of online acquisition specifically e-commerce is highly advantageous
- Excellent organizational skills and ability to prioritise
- Excellent Microsoft Office (specifically Excel) proficiency
- CMS experience desirable
- Willingness to learn new skills
- About Hong Leong Bank_
- We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China._
- We seek to strike a balance between diversity, inclusion and merit to achieve our _
- mission of infusing diversity in thinking and skillsets into our organisation._
- are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. _
- Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation._

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