Manager - Personal Financial Services (Process Improvement)

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Job Description

As the Process Improvement and Business Projects Manager, you are responsible for leading the continuous improvement initiatives and business projects of PFS Deposits.

You will work with the acquisition and portfolio team, and supporting teams and play a key role in transforming customer journeys and business initiatives.

The manager will challenge existing processes and help define the transformed customer journey and be responsible for translating the vision into an actionable business case and delivery plan either within cross transformation team or within a specific journey.

The manager will be in projects for Deposits business covering new product and new process developments, including digital transformation.

This role presents you with an opportunity to be agile and continually challenge the business to be innovative and take a customer-centric design approach to traditional programme disciplines such as operational excellence, business architecture and industrialization, and technology.

The candidate is expected to know the Bank's retail deposit products, process and policies inside out, possess Project Management skills and be able to communicate it to other members of staff, work with the respective stakeholders

The ideal candidate is passionate about customer experience (both internal and external) and keeping abreast of latest technology and know-how to deliver business results and superior customer experience and thrives in fast paced environment.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Functional (job responsibilities)

Lead and drive core business team in identifying, verifying, analyzing, and implementing process improvement and process re-engineering opportunities. Provide Project Management support covering technical and analytical support for process improvement and new business and product initiatives. Develop process analysis and re-engineering to improve customer experience, efficiency and lower costs. Facilitate the design and implementation of new/improved customer journeys, process models and organizational structures. Train and guide resources in process improvement techniques and technical know-how Manage and lead internal team and stakeholders to achieve desired results Assist in development of new process capabilities for existing and new products Facilitate the review and update for business SOPs. Perform special studies and projects to improve account opening and communication between business and channels, specifically branches, sales team and digital channels. Ensure that the team works in accordance with the approved company operating policies, procedures, practices and methods. Lead and drive any other department and bankwide process improvement or business initiatives

Managerial (team/group responsibilities)

To collaborate with operations, digital, technology and other departments to create a unified experience To embed open communication, transparency & fairness.

Organizational (organizational responsibilities)

Responsibility to our ETB customers – put HLB's long term interests ahead of our short-term gain Respect the HLB culture and take an active role in the communities Continuous effort to improve business in support of building brand awareness and improving customer experience

Requirements:

• Bachelor's degree in Actuarial Science, Business, Business Management, Operations Management, Finance or related field

• Preferably with project management experience

• Experience in managing procedures and policies in banking industry is required

• Experience in project management is an added advantage

• Proven success working with multiple departments toward maximum productivity.

• Well versed with requirements in banking environment 

HLB Careers link:

We appreciate your application and will be in touch with shortlisted candidates regarding next steps.

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. Candidates 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.

Realise your full potential at Hong Leong Bank by applying now.