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

Hong Leong Bank; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hong Leong Bank is seeking a dynamic project management professional to lead and deliver complex change programs, translate business objectives into coherent processes, and collaborate with senior executives to optimize performance across sub processes.

The role emphasizes developing project teams, sustaining deployment of new processes, maintaining SOPs, and reporting progress to PMO, with a focus on minimizing disruption while achieving measurable benefits for the bank and its customers.

Job description

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.

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.