Job Description

:Key ResponsibilitiesThe job is responsible for designing, setting up and managing the end-to-end offshoring middle and back-office functions to the relevant outsource entity to ensure seamless transition (for new and existing outsourcing arrangements), maintain oversight over SLA performance, drive continuous improvement, and deliver cost savings while maintaining high service levels.

• Review existing outsourcing arrangements in view of CIMB SG\'s direction and growth.
• Design and execute the CIMB SG\'s BPO strategy in alignment with overall business growth and strategy by evaluating potential outsourcing opportunities, conduct feasibility studies, and build business case for approval.
• Propose and seek approvals on proposed outsourcing model for CIMB SG for strategic scalability, which include setting up and implementing outsourced functions that cut across business units (BU) and business enablers (BE).
• Lead the end-to-end outsourcing lifecycle from requirements gathering, contracting, transition to change management.
• Implement and execute the outsourcing model for CIMB SG upon approval by managing Service Level Agreement (SLA), based on CIMB SG\'s overall business growth and strategy.
• Coordinate and manage all stakeholders.
• Lead the end-to-end outsourcing lifecycle from requirements gathering, contracting, transition to change management.
• Manage relationships with outsourcing service providers and ensure adherence to service level agreements (SLAs).
• Implement robust governance frameworks, risk management, and control mechanisms for outsourced processes across BU and BE functions.
• Drive continuous improvement for the BPO processes.
• Deliver cost savings for CIMB SG whilst maintaining high service levels to serve outsourced functions in CIMB SG.
• Collaborate effectively with cross-functional teams, including Operations, Technology, Risk, Compliance, BU, etc.
• Manage the BPO programme outcomes and ensure programme targets are achieved.
• Report on programme performance, risks, and escalate issues to senior management.

• Bachelor\'s degree in Business Administration (or Master\'s), Operations Management, or any related field.
• Minimum 10 years of working experience/consultancy environment.
• Proven track record of successfully delivering large-scale BPO programmes in the banking/financial services industry.
• Expert in setting up and running BPO and/or shared services.
• Strong understanding of banking operations, regulations, and compliance requirements across operating geographies (e.g. Singapore and Malaysia).

CIMB