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 the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Responsibilities:
- Manage and deliver end-to-end customer journeys with stakeholders across locations
- Support the planning of Digital Adoption & Journeys Program and governance of the strategic initiatives/events
- Identify and leverage digital adoption opportunities, building towards an optimized digital operating model
- Ensure delivery of projects or journeys and escalate potential risks or delay on expected outcomes
- Oversee project or journey deliverables and monitor actual results against target metrics
- Lead and engage stakeholders to analyze working processes, data and identify existing gaps or inefficiencies, using journey design thinking and agile methodology
- Share best practices and insights with regional teams to improve overall customer and employee experience
Requirements:
- Minimum 5-years of experience in a Consumer Banking Operations function
- Experienced in project governance and execution
- Excellent communication and interpersonal skills
- Well versed in quantitative analysis and problem-solving skills
- Ability to engage and influence stakeholders
- Creative and understand journey design thinking
- Well versed in Microsoft Word, Excel and PowerPoint
The ideal candidate should be:
- Organized and structured in thinking and execution of tasks
- Proactive, possess drive and a positive attitude
- Highly intuitive and sensitive individual who can build rapport and influence outcomes in a collaborative manner across diverse cultures and locations
- Meticulous and curious to learn extensively
- Resourceful and able to work independently under pressure of tight timelines
- Innovative and constantly looking for ways to improve ways of working
- Creative and flair for data visualisation
- Excellent communication skills, including written, oral and presentation
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.