Job Description

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage most the Bank\'s operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Key Responsibilities

This role will lead the Channel Solutions team within Strategic Initiatives in the Regional Consumer Banking Operations unit, in close partnership with Operations, Customer Centre, Data and Technology leadership to deliver the channels and service transformation agenda for the unit regionally.

Make your mark by leading how we shape and interact with our customers and create experiences that matters to them, to reimagine Banking and Customer Servicing for the digital age.

Your key responsibilities and deliverables

• Lead and accelerate the channels and service transformation agenda, focusing on Digital Servicing strategy for consumer operations and customer centre regionally.
• Drive the delivery as the product and delivery owner on self-service (ChatBot, IVR) and staff-assisted (I.Serve, Live Chat) channels.
• Support leadership at the unit / sub-unit level across both regional level and 6 core markets to achieve business objectives.
• Lead a team of project managers and business analyst, focus on building bench strength and subject matter expertise in product management, solution delivery and change management.
• Partner closely with various units, horizontal organizations, and platform leads to drive product / features / solutions to solve key business priorities.
• Drive business impact through the view of customer / employee journeys, using a data driven approach, and driving a proactive service management agenda.
• Provide guidance and leadership in managing and prioritizing backlogs within and across units / platforms.
• Build and scale out the self-service / staff-assisted channel products regionally; manage resources, budget management, scope prioritization, risk / issue management, deliverables,escalations and conflicts
• Handle multiple large scale and/or moderately complex projects deliverables concurrently.
• Maintain awareness of risks / issues and confer with technical personnel to resolve and drive corrective actions.
• Keep up to date on industry changes, best practices and new trends to be incorporated into the team and for the owned applications.

Key Requirements

• Degree holder with at least 10 years relevant experience, preferably in Consumer Banking and/or in a Digital domain
• Proven ability in leading a team (~ 20 people) comprising permanent and contract employees
• Has relevant experience across the spectrums of product, programme, project, and change management
• Strong technology background with experience in various application implementations\xe2\x80\xa2Strong leadership and senior stakeholder management skills
• Ability to navigate in a complex environment to achieve outcome
• Self-starter with strong business acumen, independent and able to rise to challenges and meet deadlines effectively
• Excellent communication and interpersonal skills with good analytical and problem-solving skills
• Passion to help users with a \'can-do\' attitude
• Experience on design thinking, and human-cantered design methodologies will be an advantage
• Technical skills and knowledge on Agile methodologies will be an added advantage
• Knowledge on advanced analytics will be an added advantage

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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