Manager, Operational Excellence

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Overview

We are looking for a strategic yet execution-focused Manager to drive Hong Leong Bank's (HLB) multi-year organizational transformation across regional markets. Acting as a key change agent, you will blend traditional process improvement with digital automation and Artificial Intelligence (AI) to optimize banking operations, reduce costs, and enhance customer experience.

The successful candidate will report to the Head of Operational Excellence.

Key Responsibilities and Accountabilities

Functional (job responsibilities)

• Formulate and deliver bank-wide operational transformation and process re-engineering initiatives across all banking touchpoints.

• Break down complex operational issues, perform quantitative analysis, and collaborate with stakeholders to build evidence-based business cases.

• Partner with internal IT teams and vendors to deploy workflow automation and AI solutions that eliminate operational friction.

• Establish productivity baselines, provide guidance on industry-standard metrics, and track project benefits realization (e.g., hours saved, cost savings).

• Support project sponsors in driving bank-wide initiatives, monitoring milestones, and ensuring proper procedure throughout the project lifecycle.

• Prepare monthly and quarterly operational reports, and present data-driven analysis directly to Department Heads and senior management.

• Lead matrixed teams and facilitate interactive discovery sessions to validate process improvements.

• Guide business case analysis, prepare user requirements, and manage user testing for digital or AI deployments.

• Manage workplace conflict, coach stakeholders, and build productive work environments to achieve project goals.

Jobholder Requirements

• Malaysian citizen.

Education/Qualification

• Bachelor's Degree in Business Administration, Finance, Engineering, Information Technology, or Computer Science.

Experience/Requirements

• 5 to 10 years of experience in process improvement, digital transformation, or strategic analysis within financial institutions.

• Background in management consulting, process re-engineering (Lean Six Sigma), or AI automation is highly desirable.

• Strong skills in process mapping, root-cause analysis, and delivering concise, impactful executive presentations.

• Ability to work independently in a culturally diverse, matrixed environment.

• Well versed with the Microsoft Office suite (PowerPoint, Excel) and Google Workspace (Google Sites, Docs, Sheets).

• Practical understanding of modern AI tools, prompt engineering, and workflow automation solutions.

• Familiarity with enterprise AI capabilities (e.g., Google Gemini Enterprise, AI Studio), applying GenAI to banking process improvement, or utilizing Google Apps Script is a distinct advantage.

• Experience creating operational dashboards via tools such as Tableau, Google Looker, or PowerBI is preferred