Manager - Business Channels (Branch Network Innovation & Transformation)

Key Responsibilities and Accountabilities

• Partner with senior leaders to architect and drive a multi-format physical network strategy that modernizes traditional footprints. Focus on shifting the portfolio toward next-generation, flexible formats (e.g., Meet@HLB, Non-Cash Service Hubs/SAH) to maximize community engagement, optimize unit economics, and improve overall network agility. 

• 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 Cost-to-Income Ratios (CIR), increased customer acquisition, and maximized cross-sell revenue.

• Define the blueprint, conceptual framework, and micro-market viability strategies for innovative concepts like Meet@HLB. Partner with cross-functional deployment teams to guide the scaling of these formats within community and lifestyle hubs (e.g., lifestyle malls, grocers, residential corridors) 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. (Note: This excludes the execution of physical branch closures). 

• 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 (e.g., ensuring a 4-month remodeling/conversion cycle compared to traditional 9-month delivery cycles).

• Design and execute change management frameworks and frontline SOPs to drive the adoption of self-service and paperless banking. Establish adaptable staffing and scheduling models to accommodate diverse physical formats (e.g., 7-day mall operations vs. standard banking hours), ensuring all network transformation initiatives are fully compliant with Bank Negara Malaysia (BNM) directives, security protocols, and employment guidelines. 

• Monitor, analyze, and report on post-deployment customer adoption rates, transaction migration metrics, and CAPEX utilization against rigorous Return on Investment (ROI) targets. Provide data-driven recommendations to senior management for continuous format optimization. 

Managerial (team/group responsibilities)

• Act as a senior Subject Matter Expert (SME), guiding cross-functional teams and fulfilling the role of primary liaison, bridging the gaps between Business Channel Management, Corporate Real Estate (CRE), Group Procurement, Risk, Compliance, and Frontline Sales Heads to ensure transformation alignment without absorbing direct physical facility management.

Organizational (organizational responsibilities)

• Ensure all project outcomes and format transformations are directly aligned with the broader strategic objectives of HLB values and business 5-year quantum growth.

• Act as a role model for the bank's culture, fostering a collaborative, agile, and innovative environment across all cross-functional project teams.

• Continuously identify opportunities to improve operational efficiency and customer experience within the branch network, while ensuring all transformations strictly adhere to the bank's compliance, risk, and regulatory guardrails.

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.