Every career has a moment where a single yes opens the door to something more. ‘Yes Moments’ is a blog series that celebrate the choices that sparked opportunities and shaped the professional journeys of our people.

Hazwani’s career is defined by resilience, reinvention and people-first leadership. From her early days in sales and credit administration to discovering her passion for operations and process optimisation, each pivot shaped her growth and sharpened her impact as a leader.

Uncover how OCBC has enabled her to drive transformation as Department Head of Corporate Credit Administration in OCBC Malaysia. 

Before joining OCBC, I spent nearly two years at another bank in sales and credit administration. I was involved in end-to-end processes. Being single and unmarried then, I was okay with the hectic schedule, but planning for my future made me reconsider.

Later, I realised I desired a 100% desk job, without the need to go out for work on weekends and started exploring opportunities in several banks.

It was then I chanced upon a new role in OCBC’s collections department in Penang. While I had other offers, OCBC stood out as an opportunity for growth, innovation, and the chance to embark on a new chapter with a new boss.

A Different Kind of Workplace

When I first saw the OCBC building in Penang, the historical architecture immediately caught my eye. Unlike the modern glass‑panelled offices I was used to, this building had character — a classic heritage feel that reminded me of Penang’s rich cultural history. It felt grounded, timeless, and full of stories. I sensed that OCBC valued tradition, trust, and stability. The energy inside hinted at a modern, progressive work environment.

What truly stood out was the interview itself. George Ho, then Head of Department for Collections, immediately noticed my nerves and transformed what could have been a stressful session into a casual genuine conversation. That moment made a lasting impression. It showed he was a leader who valued people and one who could support my growth.

After saying yes to OCBC, I reported to a manager under Jamin Kong, supporting Malaysia’s secured and unsecured collections. Our team also supported Singapore projects, which gave me an early exposure to cross border operations.

Leaders I met such as George Ho, Jamin Kong, and later Esther Yip, who took over as Head of Department, embodied the bank’s progressive and empowering people focused culture. Their presence set the tone for my journey ahead. 

Leading OCBC’s Shift from Cashier Orders

A key project early in my career came after Bank Negara issued a directive to reduce the use of cashier orders (COs). After reviewing data across departments, Loan Operations surfaced as a key user. My responsibility was to guide both internal teams and clients toward opening credit accounts instead of relying on COs.

Working closely with Business Banking and Credit Administration (BBCA) and Emerging Loan Documentation (ELD), I led the presentations and client conversations. By the end of the initiative, we achieved a complete stop in CO issuance, which was a big milestone.

Balancing Work and Studies with Confidence

The project paved the way for me to pursue a Lean Six Sigma Green Belt certification. Juggling weekday classes alongside my regular work was demanding. Despite the challenge, I passed all five exam stages with scores above 85. It is still one of my proudest achievements.

Balancing work, study, and care or my two young children, then just three and one years old, was challenging. There were times I felt overwhelmed. Fortunately, I had a strong support network. My mentor, Cynthia Khoo, was especially instrumental, offering guidance and motivation while helping me work through issues like department conflicts.

When my child was hospitalised and work intensified, I reached a point of emotional and physical exhaustion. I considered quitting more than once. However, Cynthia supported me during that time by helping with presentations, offering reassurance, and reminding me I was not alone. Her presence and encouragement kept me going.

My husband also stood by me, understanding the demands of my role and supported me through late nights of work after the children were asleep.

The trust and encouragement from my then HOD, Jocelyn Tan, gave me room to grow. With Cynthia’s mentorship and Jocelyn’s support, I learned one of the most important lessons in leadership.
“Leadership isn’t about being perfect, it’s about showing up, staying present, and lifting others, even when you’re unsure.”

Leaving and returning to OCBC

After my career in loan operations, I left OCBC to join the media and entertainment industry at ASTRO. The Chief Operating Officer, Yau Seong, supported my decision to explore process improvement and encouraged me to return when the time was right.

I rejoined OCBC in 2018. What drew me back was how the organisation made me feel. I was supported, guided, and was never left to struggle on my own, even during a large migration project that involved more than 100 solicitors. Everyone stepped in to help, and that experience showed me this was the place where I wanted to grow. The teamwork and camaraderie is what makes OCBC feel like home.

Today, I am a mother of three. My eldest is now 16, the second is 14, and the youngest is 7. No matter how busy work gets, I want my children to know I am present and attentive. I make it a point to communicate openly with them, so they never feel neglected.

Balancing corporate life and family has taught me an important truth.

“Motherhood doesn’t make anyone less of a leader. It made me more resilient, more empathetic, and more intentional in how I show up for my team.”

This is the same message I share with my staff. Maintaining work life balance is essential. When you are happy at home, you perform better, think more clearly, and lead with a fuller heart at work.

Driving Digital Transformation

What excites me most in my current role is leading the development of a new system for Global Wholesale Banking and Consumer Financial Services, focused on transforming Corporate Credit Administration. The first phase went live in August 2025, and the upcoming phases are in progress and expected to launch later this year.

The system is designed to halve manual data entry while introducing straight-through processing and better productivity tracking. It is part of a three-year rollout plan that will be implemented gradually across segments.

I am excited to see it become fully adopted across the organisation.

Stewarding Culture at Work in OCBC

In February 2025, I became Head of Department for Corporate Credit Administration, leading more than 100 employees. It was both exciting and daunting, but the trust placed in me by our Chief Operating officer, Lee Ying, and my Cluster Head, Jonathan, helped me step into the role with confidence. With strong support from Alice Ng, my Centre of Excellence Head, I learned that leadership is not about having all the answers and more about being present, learning, and leading with heart.

The experience pushed me to grow, rely on my team, and trust my instincts. It taught me that leadership is a continuous journey of learning and improvement.

My leadership style is people focused. I value connection over command and enjoy creating moments that bring my team together. I often bond with team over simple lunches or dinners. These moments build trust and remind me that leadership is built on being human.

Every journey starts with a choice. When was the last time you said yes? Opportunity Starts Here.