If you are looking to excel and make a difference, take a closer look at us…
Overview
Support the BCB Loan Application System through process reengineering, collating business requests within business and corporate banking, addressing user queries, managing incidents, and troubleshooting issues alongside stakeholders, vendors, and ITSME. Additionally, supporting the maintenance and enhancement of applications and documentation and providing training programs for business users.
Functional (job responsibilities)
Business Application System Support (LOS, CRPM, SCLAS, BCB@workspace) :
First-Line System Support: Serve as the initial point of contact for business users encountering issues with loan applications, providing prompt and effective assistance.
Manage Incident Lifecycle: Efficiently log, track, and resolve user-reported incidents, escalating complex issues to technical teams / vendors / stakeholders (BCB/WCD/WCO) while maintaining clear communication
Troubleshooting and problem-solving: Articulate the issues clearly to ITSME support team / vendor / business users / stakeholders to ensure mutual understanding and quick resolution. Conduct system investigate and diagnose issues to identify underlying causes, and propose viable solutions to minimize disruption & meeting the turnaround time.
Facilitate Training / refreshment / workshop : Conduct training, briefings and workshop for nationwide business centre / region for LOS & CRPM to empower new / existing users with guidance. Offer clear, concise instructions and best practices to business users on LOS system functionalities, enhancing their proficiency and efficiency.
Business Transformation
Contribute to Future State Design: Actively participate in workshops and discussions to shape the design of enhanced ("to-be") processes. Collaborate with business users and vendors to explain issues encountered by users during clarification or preliminary investigations, as needed.
Facilitate Implementation of Reengineered Processes by develop business test scenarios for the testing phase to cover the bug fixes, changes and enhancements the vendors have implemented. Ensuring that the scenarios effectively test the flow from business to CED (evaluation) and CRA (LO issuance). Provide essential support during the rollout of improved processes, including communication, training, and post-implementation assistance.
Documentation and Reporting
Maintain accurate records of all incidents and their resolutions in the ticketing system for further analysis purposes.
Prepare reports detailing application performance and support activities.
Develop / maintain Loan Origination SOP or training material : to reflect revised changes, create for new enhancements, prepare quick reference guides or the annual review.
Contribute to Knowledge Base Development: Assist in building and maintaining a comprehensive knowledge base FAQ, video showcasing, brief note or slide to address common system inquiries and process-related questions based on common support experiences and updated as needed, especially after new releases.
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.