Job Description

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

Compliance and Control – main gate keeper to ensure scripts and customer journey set up are correct before going live.

Revenue Optimization – liaison person to understand business requirements, facilitate effective collaboration with biz, review pre and post camp analysis for continuous improvements. Product specialist –Master the business. Design and implement continuous training curriculum for the team. Lead Transformation – transform current team from general analysts to product specialists who can handle complex business problems and improve first call resolution.

Functional (job responsibilities)

Product Mastery and Strategy

• Deep dive into our Unsecured Lending products to understand how the business is run.

• Identify gaps in current workflow and implement smarter and faster ways to achieve business goals through data driven insights.

Team Development and “Specialist” Training

• Act as the primary subject matter expert for the team, moving them away from general processing toward specialized product knowledge.

• Create and maintain training materials, cheat sheets and best practise guides.

Operational Oversight

• Pipeline Management: Monitor daily request volumes and build prioritization based on impact to business goals. Ensure team is meeting turnaround times without sacrificing quality.

• Serve as first point of contact for complex business problems.

Campaign Execution & Management:

• Lead the campaign design based on data driven insights to achieve business goals.

• Manage campaign calendars, ensure timely delivery and accuracy

Customer Journey Optimization:

• Implement improvements to onboarding flows, activation series, re-engagement campaigns, and win-back programs.

• Monitor customer behavior data to identify patterns and suggest proactive interventions to improve engagement and reduce churn.

Performance Monitoring & Reporting:

• Track, analyze, and report on campaign performance metrics (e.g., open rates, click-through rates, conversion rates, churn rates, engagement levels).

• Provide regular insights and recommendations to business teams for campaign optimization and strategy refinement.

• Contribute to the development of customer lifecycle dashboards.

Data & System Management:

• Ensure data integrity and accuracy within CRM and marketing automation platforms.

• Assist in troubleshooting issues related to campaign deployment or data flow.

• Stay updated on platform features and best practices to maximize tool utilization.

Team Development and “Specialist” Training

• Act as the primary subject matter expert for the team, moving them away from general processing toward specialized product knowledge.

• Create and maintain training materials, cheat sheets and best practise guides.

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 by applying now.