Manager - Business Channels (Branch Network Innovation & Transformation)

Hong Leong Bank; Malaysia; On-site; MYR 300,000 - 540,000; Full time

Job summary

Hong Leong Bank seeks a senior strategist to architect a multi-format network and transform traditional footprints into lean, automated digital hubs across Malaysia. You will lead cross-functional teams including CRE, Risk, and Frontline Sales to accelerate phygital journeys and optimize ROI.

The role requires 10–12 years in network strategy or retail transformation, with a track record of managing P&L metrics, CAPEX/OPEX optimization, and disruptive customer experiences within banking or

Qualifications

• Minimum 10–12 years in Network Strategy, Retail Banking Innovation, or Business Transformation.
• Experience tracking P&L metrics, financial modeling, and ROI in a retail context.
• Proven lead on digital-to-physical transformation projects and customer journeys.

Responsibilities

• Architect and drive a multi-format physical network strategy for modernized footprints.
• Lead transformation of traditional branches into lean, automated digital hubs.
• Manage day-to-day execution with technology and digital banking teams.
• Monitor ROI, CAPEX utilization, and post-deployment customer adoption.
• Define staffing models for diverse formats and ensure BN M compliance.

Skills

Network Strategy

Retail Banking Innovation

P&L Management

CAPEX/OPEX optimization

Phygital Transformation

Education

Bachelor’s or Master’s Degree (Business Administration / Finance / Economics / Innovation Management / Spatial Analytics / Digital Transformation)

Job description

Key Responsibilities and Accountabilities

Partner with senior leaders to 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. Drive financial outcomes and manage the P&L tracking for the transformed ecosystem. Track and optimize metrics for next-gen formats, ensuring that footprint transformations directly contribute to lower Cost-to-Income Ratios (CIR), increased customer acquisition, and maximized cross-sell revenue. 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. 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). Act as the primary project lead managing day-to-day execution with technology and digital banking teams. 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. Lead and execute the operational transformation project pipeline. Drive cross-functional agility to achieve highly accelerated transformation timelines (e.g., ensuring a 4-month remodeling/conversion cycle compared to traditional 9-month delivery cycles). Design and execute change management frameworks and frontline SOPs to drive the adoption of self-service and paperless banking. Establish adaptable staffing and scheduling models to accommodate diverse physical formats (e.g., 7-day mall operations vs. standard banking hours), ensuring all network transformation initiatives are fully compliant with Bank Negara Malaysia (BNM) directives, security protocols, and employment guidelines. Monitor, analyze, and report on post-deployment customer adoption rates, transaction migration metrics, and CAPEX utilization against rigorous Return on Investment (ROI) targets. Provide data-driven recommendations to senior management for continuous format optimization.

Managerial (team/group responsibilities)

Act as a senior Subject Matter Expert (SME), guiding cross-functional teams and fulfilling the role of primary 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)

Ensure all project outcomes and format transformations are directly aligned with the broader strategic objectives of HLB values and business 5-year quantum growth. Act as a role model for the bank's culture, fostering a collaborative, agile, and innovative environment across all cross-functional project teams. Continuously identify opportunities to improve operational efficiency and customer experience within the branch network, while ensuring all transformations strictly adhere to the bank's compliance, risk, and regulatory guardrails.

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. Proven experience managing, tracking, 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 from conceptualization through to operational deployment. 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. 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.