Business Function

The Consumer Banking Group Operations (CBGO) is responsible for strategic planning, headcount & Financials management, and people engagement strategy. In addition, the function strives to drive and execute at regional level the digital and strategic initiatives, change management operationalization, new Ops & Servicing model, operations productivity and data instrumentation implementation, customer and employee journeys, demand management, and future ready workforce planning.

The team partners closely with all Customer Centre, Products, Operations to discover a design fit-for purpose solution across the bank that optimises productivity. We are looking to strengthen our Ops planning team that focuses on managing channels integration strategic projects and works with country internal stakeholders and partners, to deliver more strategic initiatives that will drive and manage our cost and delivering on our headcount and SCM strategy.

Responsibilities

Strategy

• Understand the end-to-end strategy of each strategic initiative; to drive and manage cost and deliver head count & SCM strategy.
• Understand / support country specific business processes and assist on business queries related to any strategic initiatives.
• Help to align and streamline, give suggestions to business users to ensure country in the region is standardised for scalability.
• For project where there is an impact, play a governance role in ensuring that the design (in terms of the level of information required from source to core processing is aligned with the strategy in future data collation.
• Actively partnering with the team in the solutioning process to ensure that the business solutions being implemented are thought through from a long term, standardization, design for no operations, front-end configuration perspective.
• Data collation is with the high-level plans of introducing machine learning / artificial intelligence that will further optimise the digital transformation.
• Innovate by leverage existing data points, exploding the use of machine learning capabilities / artificial intelligence (i.e., Virtual Assistance)
• Collate and manage all the details regarding the iServe / Chatbot application for the assigned country vertical (i.e., ID / IN / SG / TW / HK)
  • Understanding the overall high level technical design, etc.
  • Information could span from details of systems interfacing, content of the various data being posted, data held within the application etc.
  • Good understanding of Customer / Employee Journey that is required to streamline manual / human handling.
  • Rationalisation and stakeholder's management is expected.
  • Participate in solutioning process to ensure that solution implemented are thought through thoroughly for a longer-term objective, standardisation, future technical design, reusability, flexible front-end configuration.
  • Requirements will need to be aligned with overarching regional governances and principles.
  • Ensure that documentation is clear such that future projects (i.e., enhancements) gets a clean baseline for impact analysis.
  • Also manage the MIS post project go-live that will derive business benefit.
• Able to lead as project manager, understanding the changes associated and support in impact assessment.
• Able to lead and manage UAT timelines, proposing appropriate test approach that adheres to overall project timelines.
• Project Scope includes Chatbot, i.Serve (call centre application), Voice / Live Chats.

Requirements

• A ble to lead change management with experience in the managing large & strategic system migration projects.
• P rior experience in leading and managing cross-functional teams.
• Highly adaptable, ability to work amidst ambiguity and pressure in a dynamic and challenging environment.
• Strong analytical and organizational skills and attention to detail.
• Strong inter-personal and communication skills (written, verbal and presentation).
• Ability to collaborate and drive consensus/results across diverse group of stakeholders in a dynamic and challenging environment.
• Strong team player with effective listening, communication, interpersonal and stakeholder management skills.
• Meticulous and yet able to multi-task in a very fast paced environment.
• Thrives under pressure & challenges, can adapt well to changing circumstances and poses a sense of ownership.
• Dynamic with strong influencing skills, resourceful and able to drive outcomes.
• Highly organised in workplans developments and project updates.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

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