Manager, Business Control (RWM Compliance)

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

Job summary

Hong Leong Bank in Malaysia seeks an experienced investigations professional to lead reviews of client complaints within Wealth Management. You will work with cross-functional teams to determine breaches of policies or regulations and draft formal outcomes for regulators.

The role emphasizes preparing regulatory submissions, identifying systemic gaps, and proposing remedial actions. Strong stakeholder engagement and a Malaysian banking background are essential.

Qualifications

• Malaysian citizen or right to work in Malaysia.
• Undergraduate degree in Accounting/Banking/Investment/Finance or related field.
• Strong command of Malay, English and Chinese (oral & written).
• Experience in wealth products (bonds, unit trusts, structured products, FX and insurance) preferred.

Responsibilities

• Lead investigations into client complaints, reviewing transaction history, emails, and call records.
• Collaborate with Customer Advocacy, Relationship Managers, Product, Branch staff, and Legal/Compliance to gather facts and assess policy/regulatory breaches.
• Draft formal investigation outcomes, propose settlements or remedial actions where needed.
• Identify systemic gaps and recommend process improvements in Wealth Management journeys.
• Design and execute dispute resolution plans and consider complex settlements or ex-gratia payments when appropriate.
• Draft legally robust executive responses and investigation reports for regulators or senior management.
• Assess breaches of internal policies or market conduct rules and prepare regulatory submissions within policy timelines.
• Act as SME for formal FIMM and FMOS submissions; review and finalize sensitive case dossiers.

Skills

Attention to detail

Interpersonal skills

Conflict resolution

Pressure resilience

Clear communication

Education

Undergraduate degree in Accounting/Banking/Investment/Finance

Job description

Functional (job responsibilities)

Investigative Analysis: Lead/Independently review reviews of client complaints. This includes analyzing transaction history, recorded lines, and email correspondence to reconstruct events accurately. Stakeholder Collaboration: Partner with Customer Advocacy, Relationship Managers, Product teams, Branch staff to gather facts and determine if internal policies or regulatory requirements were breached. Resolution & Communication: Draft formal investigation outcomes that are clear and professional. You will propose fair settlements or remedial actions where necessary. Root cause assessment: Diagnose Systemic Risk or issues within the Wealth Management journey and recommend process improvements to prevent future complaints. Dispute Resolution Strategy Formulation: Design and execute strategic dispute resolution plans. Autonomously propose complex financial settlements, ex-gratia payments, or commercial remediations where systemic gaps or service failures are identified. Executive Response Drafting: Draft high-stakes, legally robust, and professional final response letters and executive-level investigation reports. Breach Assessment: Evaluate complex operational or advisory failures to definitively determine if internal policies, market conduct rules, or regulatory requirements were breached. Regulatory Reporting: Ensure all cases are logged and closed within the strict timelines mandated by policies and guidelines. Including the preparation of case dossier submission to regulators, FMOS and other mediation in mediation intermediaries. Appointed Regulatory Liaison: Act as the primary appointed subject matter expert (SME) for all formal FIMM (Federation of Investment Managers Malaysia) and FMOS (Financial Ombudsman Scheme) submissions. End-to-End Submission Review: Independently review, endorse, and finalize highly sensitive case dossiers and regulatory submissions, ensuring absolute technical accuracy and compliance with strict external regulatory timelines. At times, chair cross-functional working groups or meetings across Wealth Management, Product, Operations, Customer Advocacy, and Legal/Compliance to synthesize facts and align organizational positioning prior to response. This may include senior stakeholder engagements across the bank to align perspectives, negotiate fair resolutions, and gain consensus on high-impact or sensitive dispute strategies.

Organizational (organizational responsibilities)

By investigating complaints thoroughly, the function ensures the firm remains compliant with regional laws. Preventing issues from escalating to public forums, social media, or external ombudsmen, which could damage the brand's prestige Proper root cause assessment if there are systematic gaps.

Education/Qualification

Malaysian citizen Good understanding of wealth products (Bonds, Unit Trust, Structured Products, Foreign Exchange and Insurance). Minimum Undergraduate degree in Accounting/Banking/Investment/Finance or a related field from any recognized colleges or university. Good command of Malay, English and Chinese (both oral and written) Keen eye to details, highly motivated and result-driven Excellent interpersonal skills, exceptional conflict resolution skills and the ability to remain calm under pressure. Experience 10 years’ experience in similar capacity, preferable in Banking or Wealth Management Good understanding of wealth products (Bonds, Unit Trust, Structured Products, Foreign Exchange and Insurance).

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.