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Functional (job responsibilities)
Compliance Responsibility: -
Compliance Responsibility: -
- Manage Mystery Shopping initiatives by lead the end-to-end execution of the programs, collaborating with external vendors and internal stakeholders across various HLB divisions.
- This includes initiating process improvements based on findings, reviewing vendor reports for accuracy and relevance, and overseeing the evaluation and refinement of PFS product questionnaires.
- Ensure all Mystery Shopping observations and action plans are tracked and resolved through structured follow-ups
- Execute Monthly Customer Satisfaction Surveys (CSAT) across PFS core products: Mortgage Loan, Auto Loan, Personal Loan, Credit Card, Balance Transfer, and Quick Cash etc
- Analyze survey feedback to identify service delivery gaps and operational inefficiencies.
- Work closely with PFS, Business Channel (BC), and RWM teams to implement corrective actions. Consolidate insights into a quarterly dashboard for senior management review, supporting data-driven decision-making.
- Monitor AS400 CIF searches for staff conduct. Perform monthly checks to detect anomalies or misconduct patterns among sales staff
- Investigate irregularities and escalate findings to relevant unit/ departments for further action, contributing to a culture of compliance and accountability.
- Carry out sales surveillance check for top incentive earners. Conduct targeted reviews of high-performing staff to ensure incentive earnings align with ethical sales practices.
- Identify potential red flags or process loopholes and recommend improvements to safeguard against manipulation or misconduct.
Process Improvement and Others Responsibility
- Enhance business processes based on surveillance insights. Translate findings from sales surveillance, Mystery shopping, and CSAT into actionable process enhancements. Collaborate with relevant teams to redesign
- Deliver sales compliance induction training for new joiners, ensure new staff understand regulatory requirements, internal policies, and ethical sales practices from day one, fostering a strong compliance culture.
- Work closely with Learning & Development (L&D) to review and update the Sales Compliance Induction programme schedule, ensure training content remains relevant and aligned with evolving business and
- Track training record digitalized (QR code) and monitor staff progress and ensure compliance with mandatory training requirements.
- Prepare and submit key reports required by internal departments, divisional leadership, Bank Negara Malaysia (BNM), and other regulatory bodies. Ensure accuracy, timeliness, and alignment with reporting standards.
- Take on additional responsibilities and special assignments as needed to support departmental goals, cross functional projects, or urgent business needs.
Managerial (team/group responsibilities)
- Ensure each activity within the team has a back-up member equally trained/ knowledgeable for the various activities
- Develop junior team members to be ready to fill the role if the incumbent move on.
- Ensure all process risks and potential risks are mitigated as appropriate.
- Create and maintain a professionally conducive working environment and collaborate with Business stakeholders.
Organizational (organizational responsibilities) including
- Strong stakeholder management skills for managing internal (Business GMs, Marketing, Customer Experience, Finance etc) and external stakeholders
- Strong interpersonal and communication skills to effectively manage stakeholders and peer groups/ colleagues.
- Positive attitude and ambition to excel in the current role.
Job Requirement
Education/Qualification
Bachelor's degree in law, business administration, Ethics Professional and Governance, banking or related field.
Bachelor's degree in law, business administration, Ethics Professional and Governance, banking or related field.
- Thorough knowledge of the industry standards, laws and regulations.
- Demonstrable experience in compliance and risk management.
- Minimum 5-6 years working experience in Compliance and Governance department in banking, financial institute insurance companies, asset management fund houses etc
Experience/Requirements
- Experience in compliance or risk management field
- Excellent communication and interpersonal skill
- Ability to work effectively with cross functional teams
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.