Job Description

Job Purpose: 

This role supports the Group Customer Service Hub (CSH) in driving strategic, financial, transformation, AI governance, and operating‑model leadership. The team partners with six markets and ~1,800 employees to ensure disciplined execution, resilience, and alignment to Group CSH direction, standards, and scorecard outcomes.This role will be responsible for the end-to-end design, governance, and continuous improvement of critical operational processes across the region, aligning with the bank's strategic objectives and regulatory requirements. This role will ensure operational excellence, resilience, and a superior customer experience through robust process management, effective change implementation, and strong governance frameworks.

Key Accountabilities:

• Drive call centre performance & customer service outcomes across Customer Centre & Bizcare across 6 markets

• Instrumental in defining & upholding Group’s CSH operating standards, including operational risk, resilience & change management

• Lead customer experience strategy and digital transformation from run-the-bank perspective, support development of training contents through knowledge sharing, and foster a culture of service excellence

• Instrumental in regional incident management support, ensuring swift resolution of critical incidents, timely escalation and communication, aligned with business objectives and regulatory bodies.

Job Responsibilities:

            Operating Standards and Governance 

• Own and define regional process design, standards, and governance for each operational areas and metrics with our Operations Handbook Controls & Standards with continuous review and perform timely deviation management.

   

• Develop, implement, and maintain effective operational standards and procedures, ensuring compliance with internal policies and external regulatory frameworks.

   

   

   

  Ops Resilience and Change Management

• Lead the run-the-bank functions to operate soundly and resiliently with each change & transformation.

   

   

  Regional Centre Performance, Excellence & Incident Management

• Driving service excellence in Regional CSH (CCTR and Bizcare) to ensure service levels and key performance metrics are met 
• Monitor and analyse regional performance metrics, providing regular reports to senior management, including ops risk forum.

• Identify opportunities for process optimization and efficiency improvements, leveraging landscape discovery and best practices to drive operational excellence.

   

• Champion continuous improvement by identifying process optimization opportunities, incorporating best practices, embracing emerging technologies.

• Escalation point for incident status, resolution, and impacts to internal and external stakeholders to ensure we maintain operational & risk resiliency in each CSH centre.

   

   

  CX & Training

• Lead efforts to uplift digital transformation and customer engagement, shaping the overall direction of the bank's customer experience strategy.

   

• Build capabilities through best practice sharing on training, knowledge sharing, and process discipline.

   

• Foster a culture of excellence in customer service and customer experience across all customer centres & Bizcare regionally.

Requirements:

• Min 8-10 years of relevant progressive experience in operations management, process ownership, or a similar role within the financial services industry, preferably in a regional capacity.

   

• Proven experience in managing and improving complex operational processes in a banking environment.

• Demonstrated experience in driving change management initiatives and fostering operational resilience.

   

• Experience in incident management and crisis response.

• Strong understanding of banking regulations and compliance requirements.

• Exceptional leadership and communication skills, with ability to influence stakeholders at all levels.

• Strong analytical, problem-solving, and decision-making capabilities, with a focus on data-driven insights.

• Proficiency in process design, standardization, and continuous improvement methodologies

• Strong understanding of customer experience principles and applications in banking operations

• Ability to work effectively in a fast-paced, high-stakes environment.

• Knowledge of relevant technologies and digital transformation trends in the banking sector.

Job Requirements