Change Management- Assistant Manager

Change Management- Assistant Manager

Hong Leong Bank
Malaysia
Not Specified
Not Specified

Job Description


If you are looking to excel and make a difference, take a closer look at us…
As part of Hong Leong Bank’s (HLB) journey towards a ‘highly digital & innovative ASEAN financial services company, we are looking to strengthen our capabilities within the Digital & Innovation Office (DIO) to accelerate our transformation efforts to be the leading digital bank in the region.
To elevate our digital and non-digital customers’ experience across channels, products and services, we welcome high caliber talents who are able to drive high impact digital & innovation initiatives from ideation to execution. Ideally, the candidate should possess cross-discipline and leadership experiences in the areas of analytics, design thinking, particularly in digital human experience & customer journey design, UX/UI, technology solutions (e.g. cloud technologies, APIs, A.I/Machine Learning) and agile project delivery.
This is both a strategic and execution role with interaction from the C-levels to on-the-ground teams across HLB and reports directly to the Head of Customer Experience in the Digital & Innovation Office (DIO).
Key Responsibilities:

  • Development of change delivery plan, communication plan, training plan, transition plan and sustaining change plan; reporting progress against plan and managing risks and issues.

  • Develop and execute communication to the customers and bank, pre-migration, migration and post-migration as well as executing a sustaining communication plan

  • Support the execution of these plans by engaging the project team members, employee-facing managers and business leaders.

  • Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner.

  • Ensuring the organisation and users are ready for the new systems or functionalities

  • Support and develop the end-user training plans, and progress training/role management deliverables (Support teams, Customer Training Material)

  • Creating and conducting the coaching and training sessions, including e-learning for various audiences (customers, support teams, sales), including customer management and leadership.

  • Having an understanding of the objectives and being able to project these in the classes

  • Identifying suitable communication strategies and building on these, reviewing the plans and delivering reports to the executives
Managerial (team/group responsibilities)

  • Work with the DIO leadership team in driving end-to-end digital initiatives from ideation to execution

  • Understand the impact of the initiatives and ensure alignment of an initiative to HLB vision and goals

  • Strong strategic skills and executive-level presence and demonstrated ability to work in a matrix environment with different cultures and background

  • Drive change management across the project lifecycle including timeline management, managing risks and dependencies while adhering to regulatory guidelines

  • Provide support at all levels of the organization, including the strategic-level enhancement of corporate readiness and response, emerging market trends, operational improvement and process improvement and applies business analytics across the people, process, and organizational components

  • Demonstrates problem-solving, leadership, conflict management, and team-building skills in order to ensure a productive work environment and achievement of goals

  • Ability to engage, influence and network actively across a range of stakeholders (internal & external stakeholders)
Organizational (organizational responsibilities)

  • Visionary, collaborative and strategic, but with creativity and competence for visualization

  • Has a ‘do it, try it, fix it’ mentality; Is self-reflective and has a growth mindset

  • Inquisitive and actively keeps up with consumer behaviour and technology trends to improve customer experience

  • Personal confidence to challenge conventional practices and thinking

  • Structured thinking with strong issue-based problem-solving skills

  • Listen and observe, balanced with the need to be goal and fact-oriented to facilitate the process in the right direction.

  • An eye for details as well as the ability to zoom out and see the bigger perspective

Hong Leong Bank Berhad ( HLB) is 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 HLB various awards for its innovative approach in reimagining customer experiences and their banking journey. HLB’s 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.
Expanding on our Digital at the Core ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our employees to drive life-long learning, achieve their career aspirations and grow talent from within HLB. HLB is the recipient of the Gold Award for Best Workplace Culture at the HR Excellence Awards 2019 for our efforts in nurturing a culture of high performance.
Thank you for considering HLB as your preferred employer and we look forward to receiving your application soon.

Hong Leong Bank (“HLB) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement.HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.

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