AVP, Specialist, Operations Journey Optimization, Technology & Operations

Business Function

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 T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Objective

This role is responsible for analyzing, designing, and implementing optimized end to end processes across various banking functions (consumer banking, institution banking, global financial markets) which ensures seamless integration of AI-based solutions in our banking operations. This role aims to improve operational efficiency, enhance customer experience, and ensure compliance with regulatory requirements. The specialist will work closely with different departments to drive continuous improvement initiatives and foster a culture of operational excellence.

Principal Responsibilities

• Conduct in-depth, end-to-end analysis of existing banking processes to identify inefficiencies, bottlenecks, and loopholes. This involves meticulous data gathering, stakeholder interviews, and comprehensive current state process mapping.
• Proactively identify potential risks and develop robust mitigation strategies, ensuring strict adherence to our internal policies and regulatory compliance controls.
• Design and implement effective automation solutions, including Power Automate and rules validation e-forms, ensuring built-in controls for rigorous testing and seamless deployment.
• Champion the adoption of AI, driving cultural transformation to integrate Generative AI (GenAI) and Agentic AI into our core operational processes.
• Lead and facilitate Process Improvement Event (PIE) workshops across diverse business and support units, fostering collaboration to develop aligned strategic solutions.
• Partner with business units, IT, and other critical stakeholders to gather comprehensive requirements, define clear project scopes, and ensure that proposed solutions are perfectly aligned with business objectives and technical capabilities.
• Oversee the smooth development and implementation of strategic initiatives, providing regular and transparent status updates to senior management.
• Establish key metrics to monitor the effectiveness of implemented changes and report on process performance to stakeholders.

Relevant Experience

• A minimum of 6-7 years of proven experience in project management, journey optimization, and change management, particularly within the context of technology-driven transformations.
• Demonstrated experience in leadership and driving cross-functional strategic initiatives across multiple tiers of an organization.
• A strong and comprehensive understanding of banking operations, processes, products, systems, and the regulatory environment.

Functional / Technical Competencies

• Exceptional problem-solving and analytical skills, with a demonstrated ability to identify root causes and develop practical, innovative solutions, including AI-powered approaches.
• Excellent communication (both written and verbal) and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams and stakeholders.
• Proficiency in utilizing process improvement methodologies (e.g., Lean, Six Sigma).
• The ability to independently lead multiple projects and navigate tight timelines, while maintaining an impeccable level of attention to detail.
• Proficiency in data analysis and reporting tools (e.g., Microsoft Excel, SQL, Tableau) is highly preferred.
• Experience with or knowledge of programming languages (e.g., Python, R) for data analysis and automation, and/or proficiency in building and implementing solutions using Microsoft Power Automate or other robotic process automation (RPA) tools are preferred.

Education and Professional Qualification

• An undergraduate degree in Business Administration, Operations Management, Industrial Engineering, Finance, Information Systems, or a related discipline.
• Professional certifications in project management (e.g., PMP, PRINCE2), AI, or machine learning are a distinct 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.

We regret only shortlisted candidates will be notified.

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