Lead, Process & Operation Transformation

Job Summary

Develop and execute the comprehensive Process & Operations Transformation strategy of Affluent department, aligned with the overall digital and business strategy. Initiate and drive business transformation / streamlining projects to achieve operational excellence & efficiency. Build data capabilities to detect risk patterns, build up risk models, and provide data analytical support. Leverage AI / ML capabilities and vendor solutions to explore effective user cases and maximize business benefits.

• Transform Affluent related processes by leveraging data analytics, artificial intelligence, and digital technologies. Architect the future state of our operations, driving significant improvements in efficiency, customer experience, and competitive advantage.
• Learn, understand and strictly adhere to compliance to local regulations requirements, bank policies and procedures in day‑to‑day responsibilities.
• Develop and execute the comprehensive Process & Operations Transformation strategy of Affluent department, aligned with the overall digital and business strategy.
• Establish a centre of excellence for process re‑engineering, automation, and data‑driven operations across the organization.
• Champion a culture of continuous improvement, innovation, and data‑driven decision‑making throughout the operations function.
• Drive and support cost optimization initiatives to achieve cost saving target from process side.

• Identify, prioritize and secure funding for transformation initiatives based on strategic impact, business benefit, and risk assessment.
• Plan and execute change initiatives, from initial concept through to implementation and user adoption, ensuring they are completed on time, within budget and achieve targeted benefits.
• Lead end‑to‑end process redesign initiatives, utilizing data analytics to identify root causes of inefficiency, bottlenecks, and customer pain points.
• Leverage AI / ML capabilities from the bank / vendors to explore effective user case and streamline Affluent related processes.
• Leverage existing systems/vendor solutions (e.g. CUPD) to maximize business result.
• Build data capabilities to detect risk patterns, build up risk models, and provide data analytical support. Implement robust data collection, monitoring, and reporting frameworks to measure process performance and track benefits realization.
• Explore data access by developing dashboards and self‑service analytics tools for HO teams and front‑line leaders, enabling proactive management.
• Achieve Operations Excellence by proactively and independently leading and following through all frontline‑line issues in terms of process, system, staff understanding & execution, audit inspection, regulatory issues, and other ad‑hoc issues / incidences / service complaints.

• Apply structured frameworks and methodologies for design, execution and outcome review.
• Initiate and drive business transformation / streamlining projects to achieve operational excellence & efficiency.
• Lead transformation projects with continuous exploration of improvement opportunities & innovative solutions. Drive initiatives to improve processes through optimization, simplification and automation.
• Collaborate with project manager and other concerned parties to take ownership for driving the result.
• Lead end‑to‑end process reviews to identify inefficiencies and control gaps. Develop and review performance metrics to reflect process design and execution results.
• Drive changes with minimizing business impact and driving user adoption & compliance.

• Lead, manage and mentor the Process & Operation Transformation team. Foster a culture of continuous improvement, accountability, and high performance.
• Provide clear direction, set performance objectives, and conduct regular performance reviews and career development conversations for team members.
• Prioritization and allocation of team resources to ensure successful delivery of multiple concurrent projects and initiatives.
• Champion a collaborative and inclusive team environment, encouraging professional growth and knowledge sharing.
• Act as a role model for leadership behaviours and…