Manager / Assistant Manager, Personal Financial Services (Portfolio & CRM)

Manager / Assistant Manager, Personal Financial Services (Portfolio & CRM)

If you are looking to excel and make a difference, take a closer look at us…

The Portfolio & CRM Manager is responsible for the customer interaction strategy and roadmap, driving performance through the business to achieve a cohesive and optimal experience for all customer segments across touchpoints with the objective of nurturing and relationship deepening to grow CASA balances.

The manager’s responsibility includes the development of customer onboarding engagement plans and programs to shift CASA behaviors which promotes transactions for:

1. high customer stickiness,
2. CASA balance growth.

The manager will also work closely with the members from the CASA Product & Acquisition team, PFS Digital, Analytics, DIO as well as PFS business line teams to identify opportunities to develop new or enhance existing digital interactions with customers to support business objectives.

The ideal candidate is passionate about data, customer experience and thrives in a fast-paced environment. This role will require strong business acumen and communication skills while engaging with a wide variety of audiences at technical, business and executive levels. This role reports into the Head, Product Management (CASA).

We are seeking a driven and customer-centric Manager/Assistant Manager to lead the strategy and execution of our CASA portfolio and CRM initiatives. In this role, you will be responsible for optimizing the customer journey, driving engagement, and growing CASA balances through targeted programs and data-driven insights. You will collaborate closely with cross-functional teams to deliver a seamless and rewarding customer experience across all touchpoints. If you are passionate about data, customer experience, and thrive in a fast-paced environment, we encourage you to apply!

Customer Journey Optimization:

• Develop and refine the onboarding journey for new CASA customers, ensuring a smooth transition to active account usage.
• Design and implement a comprehensive portfolio strategy to drive incremental balance and revenue growth from existing customers.
• Create compelling and cost-effective initiatives to encourage account usage, including transactions via online banking and debit cards, and attract fresh funds.

CRM & Campaign Management:

• Develop and execute targeted CRM campaigns to deepen customer relationships, enhance loyalty, and promote product adoption.
• Collaborate with internal and external stakeholders (e.g., marketing, agencies, analytics) to ensure timely and effective campaign execution, aligned with budget and brand guidelines.
• Leverage data and analytics to segment customers, personalize communications, and measure campaign performance.

Cross-Functional Collaboration:

• Partner with the CASA Product & Acquisition team, Digital Channels team, Analytics team, and business line teams to identify opportunities to enhance digital interactions and support business objectives.
• Work closely with branches, customer experience, call center, and analytics teams to ensure seamless execution of all programs and initiatives.

Project Leadership:

• Lead and support projects as assigned by the Head of Product Management, such as cause-related marketing and special events.
• Contribute to the development and launch of new features for online banking platforms (as applicable).

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.