Manager - Personal Financial Services (Product & Portfolio Management - Mortgage)

Hong Leong Bank; Kuala Lumpur; Vor Ort; MYR 120.000 - 180.000; Vollzeit

Zusammenfassung

Hong Leong Bank is seeking to advance product innovation, digital transformation, and customer retention strategies in Malaysia. The role focuses on data-driven product development, AI integration for self-service support, and end-to-end system enhancements to improve the customer journey and bank operations.

You will collaborate across teams to implement improvements, conduct UAT and health checks, and ensure governance and regulatory compliance in a dynamic financial services environment.

Qualifikationen

• Experience in data analysis and data management.
• Experience in system enhancements, UAT & health checks.
• Experience in handling of customer requests, complaints investigation and resolutions.

Aufgaben

• Lead development of income-generating products and value-added services.
• Architect AI and digital self-service solutions for 24/7 customer support.
• Translate business goals into actionable product features for market competitiveness.
• Conduct data-driven portfolio analysis to identify trends and improvements.
• Document system requirements to optimize customer journey and internal processes.
• Coordinate end-to-end system updates, including UAT and health checks to ensure quality.

Kenntnisse

Data analysis

Data management

System enhancements

Jobbeschreibung

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

1. Product Innovation & Digital Transformation

• Revenue Growth: Spearhead the development of income-generating products and value-added services aligned with the Bank's long-term business objectives.
• AI Integration: Architect AI and digital self-service solutions to provide 24/7 customer support, enhancing engagement and reducing operational friction.
• Strategic Roadmapping: Translate business goals into actionable product features that improve market competitiveness.

2. Portfolio Management & System Optimization

• Data-Driven Analysis: Conduct in-depth portfolio analysis to identify trends, performance gaps, and opportunities for system-led improvements.
• UX Enhancement: Formulate and document system requirements aimed at optimizing the customer journey and streamlining internal handling processes.
• Technical Execution: Lead the end-to-end implementation of system updates, including coordinating User Acceptance Testing (UAT) and post-launch "health checks" to ensure zero-defect deployments.

3. Retention & Anti-Attrition Strategy

• Churn Mitigation: Manage the Bank's anti-attrition framework, specifically overseeing Mortgage Loan retention initiatives.
• Financial Decision Making: Partner with the Mortgage Loan Retention Unit to evaluate and approve interest rate reductions, product conversions and fee waivers (Early Termination Fees) while balancing customer loyalty against yield erosion.
• Yield Optimization: Develop data-backed strategies to minimize loan repricing impact and protect the Bank's net interest margin.

4. Customer Advocacy & Quality Assurance

• Conflict Resolution: Collaborate with the Customer Advocacy Department and front-line units to resolve complex customer complaints with speed and empathy.
• Proactive Prevention: Design and implement tools, training programs, and processes to minimize recurring queries and prevent complaint escalation.
• Governance: Ensure all products, processes, and customer dealings strictly adhere to internal policies and external regulatory requirements.

Job requirement

• Experience in data analysis and data management
• Experience in system enhancements, UAT & health checks
• Experience in handling of customer requests, complaints investigation and resolutions

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.

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.