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Hong Leong Bank Berhad, a separate entity from DBS Bank, has announced a comprehensive 5-year bankwide transformation plan. The initiative aims to reimagine banking through digital innovation, operational restructuring, and an enhanced customer experience while maintaining a human touch.
The transformation plan, which has been underway for about two years, has resulted in significant investments in digital capabilities, including AI and advanced technology platforms. These investments have led to improvements such as a fully integrated web-based collections platform with predictive dialing, AI humanized voice bots, and real-time information sharing. This transformation has improved operational efficiency, allowing staff to be redeployed to higher-value tasks.
The plan also involves redefining customer journeys, restructuring existing processes, and launching next-generation physical branches that serve as hybrid digital-physical service centers for complex financial advisory and relationship building. Hong Leong Bank aims to continue this innovation-driven transformation, sustaining growth through key profit engines, strategic partnerships, and operational discipline while maintaining strong asset quality and shareholder returns.
Key highlights of the plan include digital and AI investment to transform collections and customer service operations, branch transformation to create hybrid branches designed to blend physical and digital banking, customer journey reimagination to offer an elevated, customer-centric banking experience, operational efficiency improvements, strategic partnerships to drive core growth, and financial targets such as sustainable growth in loans, improved net interest margin, cost-to-income ratio management, robust asset quality, and consistent return on equity as reported in FY2025 results.
This multi-faceted plan defines Hong Leong Bank’s strategic operating cadence and underpins its ambition to become the best-run bank in Malaysia through innovation and customer-centricity. It is important to note that this transformation plan for Hong Leong Bank Berhad is separate from DBS Bank's digital transformation, which has been awarded Digital Transformation of the Year.
For more information about Hong Leong Bank Berhad, please visit their website at www.hlb.com.my.
[1] Digital and AI investment [2] Branch transformation [3] Customer journey reimagination [4] Operational efficiency [5] Strategic partnerships [6] Financial targets [7] www.hlb.com.my - Hong Leong Bank Berhad's official website.
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