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The Manager, Hospitality is responsible for assisting the Head of Customer Experience in developing and executing the Bank’s hospitality strategy to transform Priority and Private Banking centres into premium hospitality environments.
This role leads the Hospitality Upliftment initiative and drives the implementation of structured hospitality standards, premium hosting protocols, experience audits, and flagship centre enhancements. The incumbent will work collaboratively with the Assistant Manager and Senior Executives within the Customer Experience team to ensure seamless execution of customer experience initiatives, operational consistency, and continuous service improvement across all Priority and Private Banking centres nationwide.
The role is critical in positioning Hong Leong Bank’s Priority and Private Banking centres as destinations of exclusivity, comfort, and relationship-building rather than transactional banking halls, thereby enhancing customer loyalty, strengthening high-net-worth client engagement, and elevating the Bank’s premium brand proposition.
Key Responsibilities and Accountabilities :
1. Strategic Support to Head of Customer Experience
- Assist the Head of Customer Experience in formulating and executing the Bank’s hospitality and customer experience strategy.
- Translate strategic direction into actionable initiatives, project plans, and measurable outcomes.
- Prepare management papers, business cases, and presentations for senior management approval.
- Support the Head in monitoring progress, budgets, and performance against strategic objectives.
2. Team Collaboration and Leadership
- Work closely with the Assistant Manager and Senior Executives of Customer Experience to coordinate and execute customer experience initiatives.
- Provide guidance, coaching, and direction to ensure alignment and high-quality execution.
- Foster a collaborative, service-oriented, and results-driven team culture.
- Allocate responsibilities and monitor deliverables across the Customer Experience team.
3. Hospitality Strategy and Experience Design
- Develop and implement structured hospitality standards for Priority and Private Banking centres.
- Design premium customer journeys covering welcome experience, lounge ambience, food and beverage offerings, and hosting protocols.
- Benchmark best practices from leading private banks, luxury hotels, and premium service brands.
- Identify and implement innovative ideas to enhance customer experience.
4. Hospitality Upliftment and Centre Enhancement
- Lead the Hospitality Upliftment initiative as a key strategic focus for FY26/27.
- Oversee flagship centre enhancement and refurbishment initiatives in collaboration with Corporate Real Estate (CRE).
- Ensure centre ambience, aesthetics, and presentation consistently reflect a premium environment.
- Drive ownership of hospitality standards across all centres.
5. Experience Audits and Operational Standardization
- Develop SOPs, service standards, audit tools, and operational checklists.
- Conduct regular hospitality audits, mystery assessments, and site visits.
- Monitor compliance with hospitality standards and implement corrective actions.
- Ensure consistent service delivery across all Priority and Private Banking centres.
6. Governance, Risk and Compliance
- Ensure all hospitality initiatives comply with procurement, budget, governance, and operational policies.
- Maintain strong control over approved expenditures and vendor management.
- Uphold ethical standards and accountability in all projects and operational activities.
7. Capability Development and Culture Building
- Develop hospitality training modules and premium hosting guidelines for frontline teams.
- Coach Relationship Managers, Service RMs, and Centre Managers on service etiquette and customer engagement.
- Promote a culture of hospitality excellence and customer-centricity.
8. Customer Insights and Continuous Improvement
- Analyze customer feedback, CSAT, NPS, and complaint trends.
- Identify service gaps and implement targeted improvement initiatives.
- Track key performance indicators and report outcomes to the Head of Customer Experience.
9. Stakeholder and Vendor Management
- Collaborate with Sales Distribution, Priority Banking, Private Banking, CRE, Procurement, Operations, and Marketing.
- Manage hospitality-related vendors and service partners.
- Ensure vendors consistently meet agreed service standards and deliver value for money.
Education/Qualification:
- Bachelor’s Degree in Hospitality Management, Business Administration, Marketing, or related discipline.
Experience:
- Minimum 8–10 years of experience in hospitality, luxury service, customer experience, or premium banking environments.
- Experience in managing multi-site operations and service transformation initiatives is highly preferred.
- Professional certification in Customer Experience or Hospitality Management is an added advantage.
Special Skills:
1.Technical and Functional Skills
- Strong knowledge of hospitality management, luxury service, and customer experience.
- Experience in private banking, premium retail, hospitality, or service excellence environments.
- Proficiency in customer journey mapping, service design, and audit methodologies.
- Strong project management, budgeting, and vendor management skills.
- Excellent presentation and analytical skills, including Microsoft PowerPoint and Excel.
2.Leadership and Interpersonal Skills
- Strategic thinking and strong execution capability.
- Ability to lead cross-functional initiatives and influence stakeholders at all levels.
- Effective coaching and team collaboration skills.
- High attention to detail and aesthetic sensitivity.
- Strong verbal and written communication skills.
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.
Skills Required
- Leadership experience in customer experience
- Experience in the banking or hospitality sector
- Ability to implement customer experience initiatives
What We Do
Hong Leong Bank Berhad is one of the leading financial services organisations in Malaysia. With a heritage of more than 100 years, it provides comprehensive financial services covering consumer banking, business banking and trade finance, treasury, branch and transaction banking, wealth management, private banking and Islamic financial services. Its merger with EON Bank Group in 2011 has further embedded its position as a core banking franchise with an expanded distribution network of more than 300 branches across the country. With a proven track record in value creation and a highly recognised brand, Hong Leong Bank has also been extending its footprint in the region, with branches in Singapore and Hong Kong and wholly owned subsidiaries in Vietnam and Cambodia. In China, the Bank has a 20% shareholding in Bank of Chengdu Co., Ltd., Sichuan and a consumer finance joint venture. Hong Leong Bank is a subsidiary of Hong Leong Financial Group Berhad, the financial services arm of the Hong Leong Group. Apart from banking, Hong Leong Financial Group is involved in the provision of insurance and takaful, as well as investment banking, unit trust, fund management and stock broking services
