Additional Information
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The Senior 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.
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