Branch Network Innovation & Phygital Transformation Lead

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 300,000 - 420,000; Full time

Job summary

Hong Leong Bank Berhad is seeking an experienced Transformation leader in Kuala Lumpur to drive multi-format network strategies and modernization initiatives. The role focuses on owning P&L outcomes, optimizing ROI, and guiding phygital retail transformations across the bank’s footprint.

You will partner with CRE, procurement, risk, and frontline heads to deliver consumer-centric innovations. The ideal candidate brings 10–12 years in network strategy or retail transformation, excellent financial

Qualifications

• 10–12 years of progressive experience in network strategy, retail banking innovation, distribution ecosystem design, or business transformation.
• Strong commercial & financial acumen: proven experience managing or influencing P&L metrics, financial modeling, CAPEX/OPEX optimization, and ROI tracking.
• Proven track record leading digital-to-physical transformation projects, retail process re-engineering, or innovative customer journey designs.
• Industry cross-over background preferred in telecommunications, Tier-1 FMCG, or progressive property retail groups known for disruptive customer experiences.

Responsibilities

• Architect and drive a multi-format physical network strategy modernization to maximize community engagement and agile operations.
• Own transformed ecosystem P&L metrics, track ROI, and optimize CIR with improved customer acquisition and cross-sell revenue.
• Define blueprint and scaling strategies for Meet@HLB, guiding cross-functional teams to scale formats in community hubs.
• Lead legacy footprint transformation by re-engineering high-cost teller/vault processes into lean digital hubs.
• Collaborate with digital banking and technology teams to migrate up to 88% of traditional counter capabilities to automated, self-service options.
• Oversee transformation velocity, pipeline governance, and CAPEX utilization to achieve payback and efficiency targets.

Skills

P&L management

Financial modeling

CAPEX/OPEX optimization

Phygital transformation

Stakeholder management

Education

Bachelor’s or Master’s Degree in Business/Finance/Innovation Management

Job description

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

Functional (Job Responsibilities)

• Format Portfolio Innovation & Optimization: Architect and drive a multi-format physical network strategy that modernizes traditional footprints. Focus on shifting the portfolio toward next-generation, flexible formats (e.g., Meet@HLB, Non-Cash Service Hubs/SAH) to maximize community engagement, optimize unit economics, and improve overall network agility.
• Transformation P&L & Commercial Accountability: Take direct financial ownership of the transformed ecosystem's business outcomes. Define, track, and optimize the Profit & Loss (P&L) metrics for next-gen formats, ensuring that footprint transformations directly translate into lower Cost-to-Income Ratios (CIR), increased customer acquisition, and maximized cross-sell revenue.
• Next-Gen Format Scaling Strategy: Define the blueprint, conceptual framework, and micro-market viability strategies for innovative concepts like Meet@HLB. Partner with cross-functional deployment teams to guide the scaling of these formats within community and lifestyle hubs (e.g., lifestyle malls, grocers, residential corridors) to maximize digital-first customer acquisition.
• Legacy Footprint Transformation: Identify underperforming or traditional branch profiles and lead their strategic transformation. Re-engineer traditional operating structures by removing manual, high-cost teller/vault processes and re-profiling legacy spaces into lean, automated, service-driven digital hubs. (Note: This excludes the execution of physical branch closures).
• Phygital Service Integration: Collaborate heavily with digital banking and technology teams to bridge the gap between physical spaces and digital solutions. Ensure automated 24/7 Self-Service Kiosks, paperless in-branch tablet architectures, and assisted-digital features migrate up to 88% of traditional counter capabilities flawlessly.
• Transformation Velocity & Pipeline Governance: Oversee the operational transformation project pipeline. Drive cross-functional agility to achieve highly accelerated transformation timelines (e.g., a 4-month remodeling/conversion cycle compared to traditional 9-month delivery cycles).
• CAPEX, ROI & Financial Guardrails: Establish strict financial modeling guardrails and investment business cases. Track CAPEX utilization against rigorous Return on Investment (ROI) targets, ensuring every transformation initiative achieves its projected payback period and commercial efficiency goals.
  
  

Managerial (Team/Group Responsibilities)

• Cross-Functional Stakeholder Management: Fulfill the role of primary strategic liaison, bridging the gaps between Business Channel Management, Corporate Real Estate (CRE), Group Procurement, Risk, Compliance, and Frontline Sales Heads to ensure transformation alignment without absorbing direct physical facility management.
  
  

Organizational (Organizational Responsibilities)

• Responsibility to our franchise – put HLB's long-term interests ahead of each unit's short-term gains.
• Respect the HLB culture & take an active role in the communities.
• Provide superior results for our shareholders.
  
  

Education / Qualification

• Bachelor’s Degree or Master’s Degree in Business Administration, Finance, Economics, Innovation Management, Spatial Analytics, Digital Transformation, or a heavily quantitative discipline.
  
  

Experience / Requirements

• Minimum of 10–12 years of progressive experience in Network Strategy, Retail Banking Innovation, Distribution Ecosystem Design, or Business Transformation.
• Strong Commercial & Financial Acumen: Proven experience managing or significantly influencing P&L metrics, financial modeling, CAPEX/OPEX optimization, and commercial ROI tracking within a retail or retail banking distribution context.
• Proven track record of leading digital-to-physical (phygital) transformation projects, retail process re-engineering, or innovative customer journey designs.
• Industry Cross-Over Background: Highly preferred to have senior-level network strategy or retail transformation exposure within the Telecommunications sector (e.g., retail store footprint optimization/network localization), Tier-1 FMCG, or Progressive Property Retail Groups known for disruptive customer experiences.
  
  

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.