Manager, Customer & Process Management

Manager, Customer & Process Management

Hong Leong Bank
5-8 years
Not Specified

Job Description



If you are looking to excel and make a difference, take a closer look at us
We are seeking talents who have astrong background in cards process improvements for this role.
Your Roles & Responsibilities:
  • Perform evaluate on current business practices and processes with an aim to improve productivity and sustain business grow by simplify and digitalize processes & policies to be aligned with the bank vision Digital at the core.
  • Facilitate process improvement and assist business owners in improving existing process performance through analysis and customer experience input
  • Drive process re-engineering / new initiatives with relevant stakeholders to achieve project objective - efficiency level (TAT), cost savings, control effectiveness, process sustainability, improve customer experience, compliance with internal & external regulations & policies and support business goals.
  • Strong analytical and product management such as thorough understanding of business needs and translate them into business enablers to increase revenue / reduce cost of operations.
  • Identify process improvement opportunities, define improvement requirements and act as a liaison between the business and project management team related to the changes/enhancement.
  • Other responsibilities include
    • Gathering information from customer and stakeholders in addition to the statistical data to ensure that any strategies implemented are feasible
    • Coordinate with relevant stakeholders to perform prior and post implementation analyse, performance and results benchmark to update management.
    • Provide guidance or training to operation units and front liners on the new processes / initiatives.
  • Provides direction and lead the project team to succeed in the team's initiatives
  • Obtain buy-ins, influence & motivate stakeholders to execute initiatives on a timely manner
  • Where relevant, initiate QAT and drive project teams to meet business objectives & timelines

Who are we looking out for:
  • Candidate must possess at least a Diploma or Degree in Business, IT, Administration, Management or equivalent
  • Min 5 years of working experience in banking / IT / Fintech industry with experience in business, banking system and processes.
  • Good inter-personal and communication skills

Job Details

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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