Manager, Operational Excellence & Governance - Branch Distribution & Services

Position Summary

• Drive operational excellence by formulating robust branch policies for branch operation, investment selling process, and account opening
• Orchestrate end-to-end system enhancements and UAT cycles to streamline workflows and modernize the branch operating model. Strengthen the bank’s control environment through proactive incident management and the implementation of rigorous accountability frameworks
• Act as a strategic bridge between internal departments and the frontline, providing expert advisory and support for all complex operational inquirie

Responsibilities

• Monitor and control project-related expenses to ensure all operational enhancements and system upgrades remain within the approved budget
• Design and refine branch service workflows (e.g., operation process, investment selling process) to minimize customer friction and improve the overall "Time-to-Service."
• Ensure that system changes and process enhancements provide a seamless experience for staff
• Lead the development and maintenance of comprehensive branch operating manuals, including Cash Handling, Vault Controls, Account Opening operation, and Investment selling process
• Act as the key business stakeholder for system enhancements; translate operational policies into functional User Requirements and oversee and perform the end-to-end User Acceptance Testing (UAT) process
• Evaluate the effectiveness of new system rollouts and process changes, ensuring they meet the intended operational and business objectives
• Serve as the primary Subject Matter Expert (SME) for branch staff, providing expert guidance on policy interpretation and troubleshooting complex system/operational inquiries
• Collaborate with the training team to ensure branch staff are fully equipped and educated on new system functionalities and revised operational procedures
• Lead the investigation of branch operational incidents, performing root-cause analysis and managing the accountability framework (consequence management) to prevent recurrence
• Comply with all applicable regulations, rules, codes, guidelines and standards set by regulators and the Bank, and carry out duties with high integrity
• Adhere to all established risk control guidelines, procedures and measures to identify, assess, report, mitigate and monitor the risks involved in the day-to-day work
• Lead high-priority ad-hoc assignments and strategic initiatives as directed by the Management

Requirements

• University graduate; or other relevant professional qualifications
• Minimum of 5 years’ experience in banking sector covers the following
  • Sound knowledge in branch operation, process and control, including both banking transactions and regulated activities
  • Solid experience in orchestrating transformation initiatives, including process re-engineering and digital integration, with a strong ability to manage project lifecycles, is highly preferred
  • Solid knowledge of regulatory requirements related to the retail banking business
  • A team player with good interpersonal skills and risk awareness
  • Good communication and analytical skills, strong leadership ability and high sense of responsibility
  • Independent, self-motivated, and detail-oriented
  • Good command of both spoken and written English and Chinese