Manager - Personal Financial Services (Product & Portfolio Management - Mortgage)

• Product Innovation & Digital Transformation
• Revenue Growth: Spearhead the development of income-generating products and value-added services aligned with the Bank’s long-term business objectives.
• AI Integration: Architect AI and digital self-service solutions to provide 24/7 customer support, enhancing engagement and reducing operational friction.
• Strategic Roadmapping: Translate business goals into actionable product features that improve market competitiveness.
• Portfolio Management & System Optimization
• Data-Driven Analysis: Conduct in-depth portfolio analysis to identify trends, performance gaps, and opportunities for system-led improvements.
• UX Enhancement: Formulate and document system requirements aimed at optimizing the customer journey and streamlining internal handling processes.
• Technical Execution: Lead the end-to-end implementation of system updates, including coordinating User Acceptance Testing (UAT) and post-launch "health checks" to ensure zero-defect deployments.
• Retention & Anti-Attrition Strategy
• Churn Mitigation: Manage the Bank’s anti-attrition framework, specifically overseeing Mortgage Loan retention initiatives.
• Financial Decision Making: Partner with the Mortgage Loan Retention Unit to evaluate and approve interest rate reductions, product conversions and fee waivers (Early Termination Fees) while balancing customer loyalty against yield erosion.
• Yield Optimization: Develop data-backed strategies to minimize loan repricing impact and protect the Bank’s net interest margin.
• Customer Advocacy & Quality Assurance
• Conflict Resolution: Collaborate with the Customer Advocacy Department and front-line units to resolve complex customer complaints with speed and empathy.
• Proactive Prevention: Design and implement tools, training programs, and processes to minimize recurring queries and prevent complaint escalation.
• Governance: Ensure all products, processes, and customer dealings strictly adhere to internal policies and external regulatory requirements.

• Experience in data analysis and data management
• Experience in system enhancements, UAT & health checks
• Experience in handling of customer requests, complaints investigation and resolutions

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.