Manager, Business Control (Customer Experience/ Complaint Management), RWM

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 180,000 - 360,000; Full time

Job summary

Hong Leong Bank Berhad is seeking a Manager, Business Control (Customer Experience/ Complaint Management) within Regional Wealth Management. The role supports the Compliance Head in 1LoD governance, risk management and client dispute resolution across the division.

Responsibilities include embedding the compliance framework, audit liaison, breach reporting, and designing tailored training for staff to foster a risk-aware culture.

Qualifications

• Bachelor’s degree in Business, Banking, Finance, Law or related discipline.
• Excellent command of spoken and written English.
• 10+ years in financial services with strong focus on risk management, internal controls or compliance (1LoD).
• Strong understanding of wealth management products, services and related regulatory risks (AML/CFT, data privacy).
• Familiar with BNM guidelines and regulatory reporting procedures (FMOS/FIMM).

Responsibilities

• Support embedding and operation of Compliance framework and control policies within the Division per Malaysia regulations.
• Serve as main liaison between the business and Group Compliance; manage audits and remediation.
• Ensure reporting and escalation of non-compliance via Compliance Breach Reporting to Group Risk and Group Compliance.
• Design and deliver tailored compliance and risk training programmes for staff.
• Oversee client complaints within the Division and review investigation outcomes.
• Evaluate breaches to determine if internal policies or market conduct rules were breached.
• Act as SME for submissions to FMOS and FIMM; partner with process owners to validate control effectiveness.
• Perform root-cause analyses on control failures and customer complaints to identify systemic risks.
• Assist in other tasks related to RWM Business Compliance as required.

Skills

Regulatory oversight

First Line of Defence

Dispute resolution

Stakeholder management

Audit liaison

Training design

Education

Bachelor’s degree in Business, Banking, Finance, Law

Job description

Manager, Business Control (Customer Experience/ Complaint Management), RWM

The individual is responsible for supporting the Regional Wealth Management Business Compliance Head in managing the First Line of Defence (1LoD) compliance, risk governance, and client dispute resolution functions across Regional Wealth Management.

Key responsibilities

Business Compliance Governance & Regulatory Oversight

Support the effective embedding and operation of the bank's Compliance framework and control policies within the Division, per Malaysia regulation guidelines.

Act as the primary liaison between the business and Group Compliance. Serve as the main point of contact during internal and external audits, managing document gathering, regulatory information requests, and audit finding remediation.

Ensure immediate reporting and escalation of non-compliance incidences, misconduct, or operational breaches via Compliance Breach Reporting (CBR) to Group Risk and Group Compliance.

Design and deliver tailored, engaging compliance and risk training programs for staff to foster a proactive, risk-aware culture referencing competitor benchmarks.

Investigative Analysis, Breach Assessment & Dispute Resolution

Oversee client complaints for the Division, including reviewing the investigation outcome by the Customer Advocacy team.

Evaluate complex operational or advisory failures to definitively determine if internal policies, market conduct rules, or regulatory standards were breached.

Prevent complaints and disputes from escalating to public forums, social media, or ombudsmen, protecting the brand’s prestige.

Act as the primary appointed Subject Matter Expert (SME) for formal submissions to the Financial Ombudsman Scheme (FMOS) and the Federation of Investment Managers Malaysia (FIMM).

Partner with process owners to design, implement, and validate control effectiveness utilizing Risk and Control Self-Assessment (RCSA) frameworks.

Perform root-cause assessments on control failures and customer complaints to diagnose systemic risks across the wealth management journey and recommend preventative process enhancements.

Support in any other tasks related to RWM Business Compliance as and when required by the Management.

Managerial (team/group responsibilities)

Guide, mentor and coach all staff within the Division on activities/initiatives to build their knowledge and experience in relation to applicable laws, rules, regulations and guidelines.

Maintain strong working relationships with Group Compliance, Group Risk, Group Legal, Group Internal Audit, Customer Advocacy, Operations, and Branch networks.

Organizational (organizational responsibilities)

Assist in demonstrating to the Management that the department’s compliance is adequately managed through a robust First Line of Defence.

Consolidate risk, breach, and complaint data into executive reports and slide decks for management review.

Requirements

Bachelor’s degree in Business, Banking, Finance, Law, or a related discipline.

Excellent command of spoken and written English.

10 years of experience in financial services, with a strong focus on risk management, internal controls, or compliance within a First Line of Defence capacity, preferably in Wealth Management or Private Banking.

Strong understanding of wealth management products and services, including Unit Trusts, Bonds, Structured Products, Foreign Exchange (FX), and Insurance.

Strong understanding of wealth management products, services, and associated operational and regulatory risks e.g., AML/CFT, investment suitability, data privacy, market conduct

Familiar with BNM guidelines (e.g., Technology Risk Management, BCM), market conduct rules, AML/CFT, investment suitability, data privacy, RCSA frameworks, and regulatory reporting procedures (FMOS/FIMM).

Exceptional investigative, root-cause, and analytical skills.

Outstanding conflict resolution and stakeholder negotiation skills.

Ability to multi-task, manage a high number of priorities in a fast-paced environment and deliver solutions in an effective and timely manner.

Banking & Credit More than 10,000 employees

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.