Manager Regional Operations

Hong Leong Bank Berhad; West Coast Division; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading financial institution in Malaysia is looking for a Regional Manager of Business Channels to oversee compliance, enhance customer service, and drive operational excellence in its branches. You will be responsible for risk assessment, regulatory compliance, and staff management. The ideal candidate has a strong background in operations management and customer service to facilitate business growth and ensure adherence to best practices. Excellent leadership skills and the ability to collaborate across teams are essential for this role.

Qualifications

• Experience in risk management and compliance.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Ensure compliance with BNM and internal SOPs.
• Drive business growth through market activities.
• Manage performance appraisals of support staff.
• Conduct operational governance training.

Skills

Risk Control Self-Assessment

Compliance with regulatory standards

Customer service excellence

Performance management

Job description

Overview

The RMO is responsible for providing direction, guidance and address gaps on non‑compliance (including non‑adherence to the set of operations guidelines) and customer service excellence. Drive community activities jointly with CSOM to achieve deposits and cross selling targets. The role is also responsible for people development and capacity planning.

Responsibilities

Operations

• Ensure branches’ Risk Control Self-Assessment (RCSA) are carried out diligently as required.
• Ensure all branches have good internal and external audit rating which will be reflected in BNM audit, BORM, FCC and ORM reviews.
• Ensure compliance to statutory and regulatory compliance in relation to BNM/ABM rules, AMLCFT and internal SOPs to mitigate fraud and operational risk.
• Ensure timely escalation of non‑compliance related lapses by branches to relevant parties.
• To attend audit exit meetings with internal and external Auditors, if any.
• Provide feedback and address gaps on branch non‑compliance issues to RCM/RBDH and Senior Manager, Branch Operations & Service, BNSPD.

Sales & Service

• Drive CASA deposit base, customer and fee income growth as well as cross selling jointly with the CSOM.
• Drive digital transformation via HL Connect penetration and Over the Counter (OTC) migration.
• Assess on consistent customer service delivery such as effective migration to SSTs and e‑channels, queue management, Mystery Shopping & CSAT score and highlight branch non‑compliance or non‑alignment to RCM/RBDH & Senior Manager, Branch Operations & Service, BNSPD.

Managerial (team/group responsibilities)

• Plan, strategize and recommend to Region Head, Head Branch Compliance and/or Business Head to address gaps and resolve non‑compliance issues.
• Plan, strategize and recommend to Region Head and Business Head on opportunity for business growth through community marketing/activities.
• Performance Management - carry out half‑yearly and annual performance appraisals of RMO Support jointly with Region Head.

Other Responsibilities

• To source, interview & recruit Ops staff e.g. CSOMs & CSEs and ensure all branches fulfill their budgeted Ops HC at all times.
• Succession planning by training/coaching CSOM and other operations staff to a higher role.
• Up‑skilling of staff competency level and certification. To conduct training sessions covering operational governance, products, audit and compliance, customer service, orientation for new staff and on‑the‑job training at ground level, or any other ad‑hoc training to be assigned from time to time.
• Work closely with RCM/RBDH and provide direction and guidance to BM/CSOM on areas pertaining to branch control and compliance and service quality.

HLB Careers link: https://hlb.wd3.myworkdayjobs.com/HLBCareers/job/KKB-KOTA-KINABALU-PANTAI-BR/Manager---Business-Channels--Regional-Operations-_JR0000022348-1

For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/

We appreciate your application and will be in touch with shortlisted candidates regarding next steps.