Manager - Personal Financial Services (Regional Operations - K2))

• To oversee and manage the Branch network with the region;
• To drive profitability and cost management and deliver Key Results Areas (KRA) of the Branch network within the region;
• Spearhead business development activities to promote Bank’s products and services to all customers segments with superior customer service standards and manage the operational risk together with the Regional Manager Operations (RMO) and Branch Network, Strategy Planning Development (BNSPD);
• Execute branch business strategies to deliver sales deliverables in line with the Bank’s direction.
• To formulate sales strategies and facilitate the execution of the action plans to grow:
  • branch customer base (deposits & new to bank customers)
  • branch customers’ product holdings
  • product sales (asset & liability)
• To manage and uphold the Customer Service Standards not limited to Queue time management, Self Service Terminal (SST) uptime;
• Build a strong ethics and compliance culture across all staff level, uphold to the adherence and compliance to the Sales & Operational Risk, regulatory and compliance requirements including internal policies & procedures, statutory & regulatory compliance.

Managerial (team/group responsibilities)

• Lead, coach and build strong teamwork across the region to deliver common goals & their respective branch targets;
• To ensure that branch staff are equipped with the relevant skill sets and competencies to be able to perform efficiently and effectively;
• Manage resources and manpower planning within budget;
• Responsible in retaining talents and hiring of BMs, CSOMs, sales, and customer service staff;
• Perform and review staff performance appraisals and follow through the corrective actions to achieve the desired outcome;
• To validate each Branch premise must be in good condition and adhere to operating guidelines (e.g., OSHA, cleanliness);
• Seek opportunity to automate current processes where possible;
• Support and facilitate Branch audit to achieve Adequate Assurance rating.

Organizational (organizational responsibilities)

• To build a sufficient talent pipeline to ensure succession across key roles within the region;
• Develop a culture and mindset with the emphasis of digital at the core.

Jobholder RequirementsEducation/Qualification

• Professional or tertiary qualification or related working experience.

Experience

• 10 years’ and above experience in financial industry with minimum 5 years in branch managerial position;
• Strong organizational & planning skills;
• Strong leadership skills, able to attract and retain talent;
• Good track record in sales, service, and operations;
• Strong regulatory and compliance knowledge.

Certification/Licensing Requirements

• FIMM, PCE Life or PCE General certification is preferred.

Special Skills

• Strong networking capabilities within the community;
• Good understanding of the overall retail business – able to capitalize on growth and business expansion opportunities within the community;
• Influencing skills – ability to influence and negotiate with internal & external counterparts.

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.