Manager Wealth Solutions and Journeys

HSBC; Kuala Lumpur; On-site; MYR 120,000 - 150,000; Full time

Job summary

A leading financial institution in Kuala Lumpur is seeking a Manager for Wealth Solutions & Journeys to enhance customer experiences through effective project management and process optimization. The role requires strong analytical and leadership skills, with a focus on refining customer journeys and improving operational efficiencies. Ideal candidates will have over 5 years of project management and process improvement experience along with relevant certifications. This position offers opportunities for professional growth and development.

Benefits

Continuous professional development

Flexible working opportunities

Inclusive work environment

Qualifications

• 5 to 10 years of project management experience with a proven track record.
• 5 to 10 years of process improvement/journey simplification experience preferred.
• Experience in managing Digital Transformation projects is an advantage.

Responsibilities

• Drive process improvement and simplify customer journeys.
• Develop and implement strategies for process optimization.
• Collaborate with cross-functional teams to align on initiatives.

Skills

Project management

Process improvement

Analytical skills

Leadership skills

Interpersonal skills

Education

Project Management Professional (PMP) certification

Agile Project Management certification

Professional Scrum Product Owner (PSPO)

Certified ScrumMaster (CSM)

Tools

IBM Cognos

Adobe Sign

SharePoint

Job description

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

International Wealth & Premier Banking (IWPB) leverages HSBC’s global wealth and premier banking expertise and capabilities to deliver a broad range of world‑class wealth banking solutions to customers. IWPB is ideally placed to serve the increasing numbers of affluent and high net‑worth customers – especially those with international banking needs who seek new investment opportunities to help them to protect and grow their wealth.

Our recognised brand, financial strength and complementary footprints reinforce HSBC’s position in the world’s wealth markets. Driving for growth in key markets around the world, the business comprises areas such as wealth management, premier & retail banking, insurance and asset management, with a focus on customer‑centric propositions and innovative and efficient distribution channels that will differentiate our customer experience and deliver market‑leading wealth management solutions.

We are seeking a motivated and experienced professional to join this team in the role of Manager, Wealth Solutions & Journeys. The ideal candidate will possess a strong background in optimizing processes and simplifying customer journeys to enhance user experiences and operational efficiency.

Principal Responsibilities

• Focus on driving process improvement and simplifying the customer journey to enhance efficiency and user experience.
• Analyse existing processes and customer journeys to identify inefficiencies and opportunities for improvement.
• Develop and implement strategies for process optimization and journey simplification.
• Collaborate with cross‑functional teams to gather insights and ensure alignment on improvement initiatives.
• Facilitate workshops and training sessions to promote continuous improvement practices within the organization.
• Conduct data analysis to measure the impact of implemented changes and present findings to stakeholders.
• Create detailed documentation, including process maps, journey maps, and performance metrics.
• Stay updated on industry best practices and emerging trends in process improvement and customer experience.
• Responsible for the deployment, management and enhancement of the Global Wealth Platform together with the Global Team.
• Under minimal direction, lead and implement process/system enhancement that allow the Bank to have higher customer’s share of wallet as a result of simplified process/journey and better customer experience. The jobholder must ensure that the process/system enhancement is adhered to the regulatory requirements.
• To manage core projects of the Wealth Management division which include Investment, Insurance, FX and Liabilities products where applicable.
• Responsible for the weekly Wealth project status review, monitoring and reporting to the management.
• Manage the project assigned according to the agreed scope, budget, plan, timeline, risk and quality.
• Coordinate and assist the various product teams to develop business case for projects.
• Work closely with the Transformation project manager and project team to accomplish project goals, to meet established schedules, and resolve technical/operational issues.
• Providing ad‑hoc reporting (IBM Cognos and Excel format) as requested by the Wealth management, products, distribution, data analytics or compliance teams.
• Creating and maintaining the SharePoint for Wealth projects and initiatives.
• Responsible for leading or supporting the project commercialization activities within Wealth. Work with the other departments and internal teams to navigate ideas and opportunities through commercialization process.

Requirements

• At least 5 to 10 years of project management experience with proven successful track record in leading and managing projects.
• At least 5 to 10 years of process improvement / journey simplification experience is preferred, demonstrating a strong ability to enhance operational efficiency and improve customer experiences.
• 3 to 5 years’ experience in an IT/Digital environment is preferred.
• Experience with the Adobe Sign solution is an added advantage.
• Balanced mix of strong technical and business skills.
• Evidence of strong analytical and good problem‑solving skills.
• Evidence of strong operational decision making and be able to provide analytical feedback.
• Good leadership skills, team working and interpersonal skills including negotiation skills.
• Ability to think out‑of‑the‑box to craft out innovative process and business solutions.
• Problem solving – able to identify and work to resolve issues.
• Experience in managing Digital Transformation projects is an added advantage.
• Excellent communication skills and ability to write persuasively and converse fluently in English.
• Proven track record of business results with strong commercial focus and rigor in implementation.
• Demonstrable people leadership and country relationship management skills, with the ability to gain consensus and agreement between geographically diverse countries.
• Project Management Professional (PMP) certification, Agile Project Management certification, Professional Scrum Product Owner (PSPO), and Certified ScrumMaster (CSM) are additional advantages.

Opening up a world of opportunity

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by HSBC Bank Malaysia Berhad