Manager - Personal Financial Services (Compliance and Governance)

• 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.

• 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.

• 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.

• 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.

• 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 in compliance or risk management field
• Excellent communication and interpersonal skill
• Ability to work effectively with cross functional teams

Hong Leong Bank