SVP, Head of Change, Customer Experience & Claims Ops, Self-Services Banking, Consumer Banking []

The employer is a leading financial services group in Asia Lead a team of Project Manager (s) and Operational Manager (s) to run a portfolio of change management, customer experience and claims operations for Self- Service Banking channel Run the “Change the Bank” agenda within Branch and SSB platform to bring the innovative solutions and technology to improve risk & control environment, operational efficiency and re-imagine customer journey Manage team of customer journey analysts to manage SSB complaints/ feedback and run iconic customer journey to deliver service excellence and improvement in customer experience. Manage Claims operations team to handle the settlement of SSB claims and / or disputes within agreed TAT and delivered following RED principles Work closely with SSB Operation Head (s) to identify areas for improvement opportunities on workflows, procedure and system to better managed controls and overall streamlining the process. Work with platform coordinator and Operational PSC coordinator to ensure timely reporting with appropriate commentary to Project Steering Committee. Develop communication framework and manage execution as part of projects delivery to ensure all changes are managed effectively Support SSB Product Owner (s) to manage product backlog, prioritization and budget for Branch and SSB Platform A Master’s degree with at least 10 years of experience in Business Transformation/ Operational Excellence/ Run Operations within Financial Services industry. A certification in PMP will be an advantage Familiarity with Consumer Banking Operations and SSB terminals and its operations will be an advantage. Excellent communication skills and ability to engage various stakeholders. Self starter and ability to multi-task. Good analytical and writing skills. Ability to work independently, with strong planning and organization skills. Strong planning, organisational and analytical skills Attention to detail and accuracy Effective problem solving skills Proficient in Microsoft Powerpoint, Excel and Word Able to work independently with strong teamwork values Excellent inter-personal and communication skills Handling of cost and financials for a portfolio of projects (>5M SGD) Team development, appraisal and day to day management S/w project delivery lifecycle (Waterfall/Agile)