Manager, Client Service Engineering - International Middle Office

Reporting to the VP, the MGR Client Service Engineering plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. He/She will lead multiple client service priorities, collaborate with cross-functional stakeholders, and ensure the successful execution of initiatives that align with the bank's strategic objectives.

• Lead the redesign and governance of client service journeys to ensure they are client‑centric, efficient, and risk‑controlled. Drive end‑to‑end process optimization and automation initiatives.

• Support coordination with cross‑functional teams to ensure delivery of initiatives.
• Track, analyze, and report performance against KPIs (CX, scalability, risk).

• Support VP/Head in engaging business stakeholders to align on priorities.
• Act as a change agent by advocating agile ways of working and continuous improvement.
• Assist in applying change management frameworks (e.g., ADKAR, Kotter) at the workstream level.

• Conduct analysis to identify improvement opportunities and pilot AI/automation solutions.
• Document and contribute to toolkits, playbooks, and frameworks for consistent service delivery.

• Prepare materials for governance forums, ExCo-X, and GCOO meetings.
• Consolidate updates, risks, and key issues for escalation to senior management.