Head, Portfolio Management, Marketing

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

Job Responsibilities

• Develop, drive and measure Customer experience metrics and develop strategic plans to elevate Customer Experience in TB;

• Define and measure Transaction Banking’s quality assurance;

• Champion a data-driven approach customer centric approach throughout TB, by leading or collaborating on cross-functional projects and partnerships, fostering adoption of the Customer Experience (“CE”) insights to make informed customer focused decisions and drive excellent customer experience;

• Collaborate with business partners to find opportunities, align on requirements, and take prioritization decisions;

• Develop and execute the Marketing / Commercialisation plan to facilitate improvement of product utilization and enhancements in profitability/ Returns on investments vis a vis risk taking activities.

Quality Assurance

• Acting as the main point of contact on all issues related to service quality for TB.

• Develop standardized Quality Assessment methods, benchmarks and data standards for quality measurements and monitoring across all customer touchpoints and operations. This includes creation of Quality Risk Management systemic process to ensure that risks are adequately controlled in accordance with current requirements and review of quality control/assurance tests on a periodic basis

• Interface with all stakeholders to discuss and decide on impact due to control/service failures, new/changed regulations/ policies /guidelines/standards including modification of checklists and/or SOPs. Build Quality Control processes by expanding data validation or analytics to monitor impact.

• Recommend and work with relevant stakeholders on strategic initiatives / process improvements based on strategic data insights at the various customer touch points to elevate customer experience.

• Ensure appropriate investigation of discrepancies, errors, complaints, failures or adverse events requiring documented review and action (if necessary, interrupting processes with material impact to be quarantined or placed on hold until matters are resolved).

• Ensure periodic (Daily / weekly / monthly) reports are generated covering all quality related metrics.

Marketing

• Collaborate with product owners to develop, drive and execute the marketing / partnership / commercialisation plan within the agreed timeline and budget in order to achieve business objectives and targets. Facilitate onboarding of new partners, develop and manage partnership performance and relationship, if necessary.

• Monitor industry trends, initiatives and stay up-to-date on competitors and market conditions.

• Support development of TB’s portfolio capabilities via campaign implementation to support new client acquisition and improve engagement of existing clients.

• Measure marketing campaign effectiveness by tracking the campaign key performance indicators and assessing the campaign’s impact in achieving the business objectives / targets.

• Manage and deliver marketing events including roadshows, or any other networking events

MIS, Reporting & Business Analytics

• Responsible to ensure the delivery and accuracy of all Transaction Banking (covering Trade Management, Cash Management and Digital Channels) performance, regulatory and management reports / slides.

• Key liaison person for regular / ad-hoc Transaction Banking related information / data request received from internal and external stakeholders. To work with other MIS stakeholders to extract and validate the data requested, where necessary.

• Identify and lead areas for improvement and propose workaround or solutions to existing reports / dashboards for more effective data management

• Involved in the budget process for Transaction Banking i.e. preparation of new Financial Year budget, KRA tracking and also the monthly budget run-rate performance tracking

• Analyse transaction banking related data (including but not limited to P&L, balance sheet, throughout velocity related data from the business segment, portfolio / channel and customer level) to identify trends, patterns, areas for improvement, opportunities and insights to support business growth and development plans.

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.