Executive - RWM (Customer Experience) job opportunity at Hong Leong Bank.

Home Jobs In Malaysia Tag: Job Executive - RWM (Customer Experience) position at Hong Leong Bank


DatePosted 30+ Days Ago bot
Hong Leong Bank Executive - RWM (Customer Experience)
Experience: General
Pattern: Full time
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degreeGeneral
loacation HLT-Hong Leong Tower, Malaysia
loacation HLT-Hong Leong..........Malaysia
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If you are looking to excel and make a difference, take a closer look at us… 1. Customer Experience Implementation & Standardization Support nationwide implementation of Priority branding, signage, branch ambience and thematic setups. Coordinate renovation, repair & maintenance (R&M) matters related to customer experience touchpoints. Manage uniform standards and refreshment management across branches. Track project timelines, budgets, and ensure cost-conscious execution. Liaise with Marketing, Operations, Finance, and external vendors to ensure consistent rollout. 2. Service RM Governance & Operational Oversight Support functional governance of 41 PBC Service RMs (dotted reporting structure). Monitor DSR submissions and ensure timely follow-ups. Track service performance discipline and adherence to required standards. Identify operational gaps and propose improvement measures. Support capability alignment and service consistency initiatives. 3. Risk, Compliance & SOP Oversight Assist in overseeing PVPB SOP matters and updates. Monitor CSAT Red Alerts and coordinate resolution tracking. Support governance on FD deviation tracking and documentation. Act as coordinator for Mystery Shopper program in collaboration with RWM Compliance. Ensure proper documentation and audit readiness for regulatory or internal reviews. 4. Cross-Functional & Bank-Wide Projects Support operational readiness for bank-wide initiatives (e.g., CallBot implementation, regulatory thematic reviews). Coordinate action plans across stakeholders to ensure timely deliverables. Prepare management updates, progress reports, and meeting materials. Track follow-up items to closure. 5. Stakeholder Management & Communication Liaise with senior stakeholders including Finance, Group Operations, Marketing, and Business Heads. Facilitate alignment across departments with differing priorities. Ensure clear communication flow and escalation management when required. 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.

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