Senior Manager, Payment and Trade Services Projects - Organisation & Productivity Management Department

Position Summary

Responsible for planning, organizing and leading strategic projects and identifying and delivering improvement initiatives related to productivity, process and model transformation and service quality, with a focus on digitalization and the integration of AI-driven solutions, and assume various roles as appropriate:

• Productivity, transformation and service quality consultant
• Project manager
• Total Quality Manager for process performance
• Change leader
• Coach and mentor to the section members

Responsibilities

• Assist the Department Head keep the spending within Department budget
• Optimize the processes and model under review to realise and achieve efficiency gain and/or cost savings and report the same to the relevant parties as appropriate
• Optimize the bank’s resources to enhance productivity and scalability for continuous growth and adopt technologies together with mindset change to uplift end-to-end processes to improve customer experience
• Identify opportunities for cost efficiency, productivity and service quality improvement and take ownership to drive from inception to implementation. Solve complex problems and deliver financial results, which contribute to the achievement of project assignments
• Analyze, recommend and develop productivity management tools and methodologies, e.g. work measurement, key process performance indicators, sales management KPIs, etc
• Be accountable for project governance, planning, risk management, budgeting, and stakeholder communications
• Establish and use quality metrics to drive change and deliver measured improvements
• Clearly define outputs in the form of gains that can easily be measured and quantified
• Work with any function in the Bank to identify productivity & service quality improvement needs, create common goals for concerned parties to collaborate, and facilitate the execution
• Assist the Department Head deploy methodologies, tracking and evaluation mechanism in order to enhance the productivity and work quality for department members
• Enhance the motivation, morale and job performance of team members through coaching and mentoring so that they can gradually grow into internal consultants of productivity & service quality

Requirements

• University graduate and/or holder of professional qualification of banking & finance; business management, digital transformation, AI/ automation solutions and/or relevant disciplines
• Minimum of 10 years' banking experience of process re-engineering, change management, business performance analysis and/or customer experience management, business/channel development. With business sense and domain knowledge in end-to-end Payment, Cash Management and/or Trade Services is preferred
• Proven experience in charge of enterprise-scale digital transformation, AI, or data-driven enhancement projects
• Six Sigma Black Belt certification or Lean Certification preferred
• Proven ability to build strong, cohesive partnerships and work effectively with the business, operations, technology and other key stakeholders
• In-depth knowledge of business process review, improvement and re-engineering theory and procedures
• Lead, mentor, and upskill a team of process analysts and engineers, ensuring high standards of delivery and methodology disciplines
• Demonstrating the ability to quickly understand how a team works and the ability to influence, motivate and get along with others
• Strong leadership and communication skills; executive level verbal and written presentation skills is a must