Phygital Channel Transformation Manager

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 300,000 - 520,000; Full time

Job summary

Hong Leong Bank Berhad is seeking a strategic leader to architect and drive a multi-format physical network transformation across Malaysia. You will partner with senior leaders to modernize footprints, pilot Meet@HLB formats, and scale digital-first services in community hubs.

You will own P&L outcomes, optimize costs, and guide cross-functional teams through rapid remodeling cycles while ensuring regulatory and risk guardrails.

Qualifications

• Minimum of 10–12 years of progressive experience in Network Strategy, Retail Banking Innovation, Distribution Ecosystem Design, or Business Transformation.
• Proven experience managing, tracking, or significantly influencing P&L metrics, financial modeling, CAPEX/OPEX optimization, and commercial ROI tracking within a retail or retail banking distribution context.
• Proven track record of leading digital-to-physical (phygital) transformation projects, retail process re-engineering, or innovative customer journey designs from conceptualization through to operational deployment.
• Senior-level network strategy or retail transformation exposure within Telecommunications, Tier-1 FMCG, or Progressive Property Retail Groups known for disruptive customer experiences.

Responsibilities

• Partner with senior leaders to architect and drive a multi-format physical network strategy that modernizes traditional footprints.
• Drive financial outcomes and manage the P&L tracking for the transformed ecosystem. Track and optimize metrics for next-gen formats, ensuring that footprint transformations directly contribute to lower CIR, increased customer acquisition, and maximized cross-sell revenue.
• Define the blueprint, conceptual framework, and micro-market viability strategies for Meet@HLB. Partner with cross-functional deployment teams to guide the scaling of these formats within community and lifestyle hubs to maximize digital-first customer acquisition.
• Identify underperforming or traditional branch profiles and lead their strategic transformation. Re-engineer traditional operating structures by removing manual, high-cost teller/vault processes and re-profiling legacy spaces into lean, automated, service-driven digital hubs.
• Act as the primary project lead managing day-to-day execution with technology and digital banking teams. Ensure automated 24/7 Self-Service Kiosks, paperless in-branch tablet architectures, and assisted-digital features migrate up to 88% of traditional counter capabilities flawlessly.
• Lead and execute the operational transformation project pipeline. Drive cross-functional agility to achieve highly accelerated transformation timelines.
• Design and execute change management frameworks and frontline SOPs to drive the adoption of self-service and paperless banking. Establish staffing models to accommodate diverse formats, ensuring all transformations comply with regulatory directives and security protocols.
• Monitor, analyze, and report on post-deployment adoption rates, transaction migration metrics, and CAPEX utilization against ROI targets.

Education

Bachelor’s Degree or Master’s Degree in Business Administration, Finance, Economics, Innovation Management, Spatial Analytics, Digital Transformation, or a heavily quantitative discipline

Job description

Hong Leong Bank Berhad is seeking a strategic leader to architect and drive a multi-format physical network transformation across Malaysia. You will partner with senior leaders to modernize footprints, pilot Meet@HLB formats, and scale digital-first services in community hubs.

You will own P&L outcomes, optimize costs, and guide cross-functional teams through rapid remodeling cycles while ensuring regulatory and risk guardrails.