Manager, Business & Service Management (Retail Finance Headquarters)

Responsibilities:

• Responsible for end-to-end process reengineering to resolve customer and retail banking pain points, enhancing service efficiency and referral capabilities

• Apply AI, low-code, or RPA technologies to automate, digitize, and bring intelligence to services and operations, thereby reducing costs and operational risks while improving quality

• Manage project implementation, covering requirements analysis, comprehensive test strategies and planning, independent test case writing, execution of functional and regression testing, user training, issue resolution, and system rollout to ensure project quality and applicability

• Assist in analyzing frontline service feedback (voice of the customer/staff), support the formulation of optimization strategies

Requirements:

• Holder of degree in Business, Finance, Information Technology, or related disciplines

• Minimum 3 years of experience in retail banking, process optimization, or FinTech projects

• Familiar with AI tools, knowledge of prompt engineering

• MS Excel, Word, and PowerPoint skills. Knowledge of VBA is a plus

• Experience in RPA and low-code development is a plus

• Possess a strong “Business + Technology” mindset

• Proven practical ability to write Business Requirement Documents and design test cases

• Excellent cross-departmental communication skills; able to act as a bridge between Business and IT departments to effectively translate business requirements into technical solutions

• Strong awareness of banking compliance and risk control while driving innovation

Candidates with more experience will be considered as Assistant Vice President.