Asst Manager/Manager - Contact Centre (Project Management & Process Improvement)

Hong Leong Bank; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Hong Leong Bank in Malaysia is seeking an Asst Manager/Manager for Contact Centre focusing on Project Management & Process Improvement. You will participate in delivering complex change programs and develop business solutions to optimize sub-process performance, interacting with senior-level stakeholders to guide solution development.

The role emphasizes process redesign, SOP maintenance, and successful deployment of new processes with minimal operational impact, while mentoring a project team

Qualifications

• Experience delivering complex change programs.
• Ability to develop business solutions to optimize sub-processes.
• Ability to interact with senior management and executives for solution development.

Responsibilities

• Deliver complex change programs that enhance business performance.
• Develop and optimize processes to improve efficiency of existing workflows.
• Interact with senior management to support solution development and decisions.
• Facilitate deployment of new processes and sustainment requirements with minimal disruption.
• Update project documentation and provide progress reports for PMO decisions.

Skills

Project management

Process improvement

Stakeholder management

Team leadership

Job description

## Asst Manager/Manager - Contact Centre (Project Management & Process Improvement)Apply: HLT-Hong Leong Tower: Full time: Posted 3 Days Ago: End Date: November 30, 2026 (30+ days left to apply): JR0000025417**If you are looking to excel and make a difference, take a closer look at us...****Functional (job responsibilities)*** Participate in the delivery of complex change programs that enhances the business.* Development of business solutions in optimizing performance of sub processes yielding improvements for processes that are fundamentally inefficient and outmoded.* Interact with all levels of management, including senior-level decision makers and executives, and conduct qualitative and quantitative analyses in support of solution development.* Facilitate deployment of new processes and sustainment requirements and mitigate disruption to organization systems* Monitor the overall project progress and deliverables in meeting targets and datelines* Initiate system related projects to enhance the effectiveness of work processes.* Holding project members accountable to timely completion of quality deliverables and milestone.* Able to translate business objectives into a coherent set of processes.* Prioritize activities to make the best use of the department’s resources and working with operational teams to implement the changes with minimal impact on business operations.**Managerial (team/group responsibilities)*** Develop project team members and manage team performance in order to deliver project result as planned.* Participate in a collaborative team environment in dynamic process enhancements and provide project management and work streams.* Demonstrates problem solving, leadership, conflict management, and team building skills in order to ensure a productive work environment and achievement of goals.* Coach and develop project team to enhance the project delivery.**Organizational (organizational responsibilities)*** Update & maintain project documentation to ensure SOP are up-to-date.* Provide timely project progress reports to organization, to support PMO decision making process.* Participate and contribute to various business projects as team member / reps for HLCC process.* Redesigning the current workflow to better support the organization's mission.* Redesigning the process as a whole in order to achieve the greatest possible benefits to the organization and their customers*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.*