Senior Manager - Operations Performance & Planning

Job Description

The Role ResponsibilitiesSenior Manager Operations Performance & Planning, is responsible and accountable for owning and delivering end-to-end, best-in-class for servicing and transacting client journey for CPBB clients in AME/E with core focus to support in managing cost, performance, initiatives across AMEE , along with Project management to support delivering key initiatives and OKR sBasic needs for the role as below:

• Self-Starter
• Knowledge on CPBB products and services
• Worked on roles that are closely matching with the servicing and transacting activity space is preferable.
• Technical Skills Knowhow on RLS, CARDS 400, eBBS and other CPBB systems
• Soft Skills Good communication skills (Written and Verbal), stakeholder management, out of box thinking, adapting to NWOW, change management, basic understanding of financial and budgeting.
• Alignment to the overall strategy Zero touch process, digitization, cost to serve, Hubbing potential, sustainability Accelerating Zero
• Knowledge on Risk management framework and Governance in preferred

Illustrative processes but not limited to the below:

• Support Regional Head, S&T, CPBB AME/E & COO, CPBB UAE on cost management and delivery of efficiencies across AME/E
• Establish & track key performance metrics and create insights to drive efficiency transformation actions on Cost target, Headcount, Business Efficiency, Volume & Productivity
• Oversee the annual business planning and budgeting cycle, including budget development as well as periodic reviews with cost centre owner, department wise re-forecasting.
• Manage project deliveries relating to programs owned by Service and Transformation journey within timelines and allocated budget
• Follow the agile methodology to deliver outcomes in sprints & ensure robust project governance is followed by closely collaborating across teams and countries to achieve cost targets and highlight risks for mitigation and resolution with stakeholders
• Work across geographies, functions and teams to drive efficiencies by partnering with counterparts in Group, Regions and Countries in Business, Technology and Operations.
• Leverage on existing data and capabilities to increase efficiency, create capacity and manage costs.
• Responsible for handling Innovation Lab and ensuring Newsletters are published as per agreed timelines
• Produced monthly achievement reports, presentations and reviews as well as other financial reporting requirements for the senior management.
• Supported business needs for performance statistics and other capacity planning and production data requirements.
• Lead performance improvement initiatives on behalf of Regional management
• Maintain in-depth knowledge of market dynamics such as competitor analysis, market share, demographic trends, and growth projections.
• Identify business problems and provide recommendations for improvements.
• Understand business direction and needs and develop solutions, roadmaps and assessment of potential business impacts.

Products covered: All CPBB Products Key Responsibilities:

• Adopt DWD and the other principles as communicated by the Group COO such as having an End-to-end client focus, commitment to real time and high-speed processing, quick decisions, etc.
• Implementing and driving the client journey objectives to CPBB strategic agenda
• Driving defined strategy/ scorecards/ objectives in areas of competitive advantage in the service and transacting domain (including change management within the domain)
• Drive and Embed digitization principles in redesigning for straight through-processing whenever possible
• Adopt existing and future process and technology initiatives and deliver outcome on standard metrics / scorecard for servicing and transacting, e.g. productivity, accuracy, service levels, losses/lapses, issues and ORF related to service and transacting
• Achieve high productivity and efficiency thereby resulting in improved service quality and a high level of client experience by maintaining a strong stakeholder management across functions to deliver end state process. This includes prioritizing initiatives and decisions related to the process.
• Closely work with CPBB Products & Client Journey Head / CPBB COO to agree and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate.
• Highlighting and resolving trade-offs between competing priorities by escalating to Regional Head, S&T, CPBB AME/E & COO, CPBB UAE

Financial performanceOwnership of cost related metrics covering but not limited to

• To effectively manage the region from a cost / benefit / risk / service perspective.
• Submit budget requirements and meet the agreed-on budget objectives
• Initiating and leading business efficiency initiatives to meet country / group objectives
• Control over GBS RF files/ cost files/ accruals, through monthly tracking and analysis
• Cost centre related activities including but not limited to review of mapping of ownership, right transaction and escalation
• Understand the Bank s financial position to articulate to track cost versus the CPBB budget
• Track STP penetration as part of Digital agenda and ensure traction of business efficiency target for CPBB
• Support the business to conduct trials, consult non finance professionals on Test and Learn best practice, analyse results using statistical software and present findings back to Senior Leadership
• Work with business partners to build financial business cases to support large scale investments
• Develop an understanding of the competitive pressures that the business faces and their potential implications and provide business alternatives/solutions

Strategy & Business

• Align and drive the unit as per the refreshed strategic priorities to deliver our network, grow affluent business, optimize low returning markets, improve productivity, transform and disrupt with digital agenda.
• Drive and implement the 5 tenants of operations in the country client servicing and transacting journey and any relevant scorecard/strategy designed for servicing and transacting by utilising the enablers to achieve exponential & customised customer obsession service, continuously work in enhancing the awareness as an industry leader among the teams, cooperate with relevant stakeholders to improve product/service offering as applicable, bring in effective process efficiency solutions and as applicable superior system solutions to drive operation transformation. In addition, continue to focus in achieving the financial targets to support business growth.
• Culture of inclusion: Create an importance of developing an inclusive work environment in ensuring sustainable business growth which helps to unlock the conscious and unconscious bias decision making and equips to accelerate management capacity to include others.
• Purpose of the bank: Driving commerce and prosperity through our unique diversity.Its critical for any organisation to have a clear purpose - to be clear on what we stand for, what we are trying to accomplish and what differentiates us from the competition. We should be able to articulate it to ourselves, our colleagues and importantly, to our clients
• Our values: Our value behaviours constantly challenge us to represent the facts without being subjective by innovatively thinking out of the box showing our Entrepreneur skills of identifying opportunity and taking complete ownership in order to get desired results in a quick TAT through automation and fast paced actions of being agile while ensuring we are cheerful and spread positive vibes across teams.
• Here for good: Our Group CEO reiterated our brand promise Here for Good by mentioning that as much as we recognise the strengths we have, we can always do better. And we must never settle, we do the right thing and we do it together. It brings together our new Purpose, our valued behaviours and everything that helps us become a high-performance human bank and deliver on the Here for good promise.

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Keyskills :
financesalesltdmisaccountancyrisk management frameworkenvironmental impact assessmentclient focusmarket shareservice levelsrisk managementservice qualitycost managementbusiness growthclient servicing