Lead the end-to-end delivery, governance, and execution of Maybank's Enterprise CRM Transformation Programme across Community Financial Services, Global Banking, and Group Operations. The role is responsible for driving the successful implementation of CRM, AI, and customer engagement solutions to enhance customer experience, improve frontline productivity, and deliver measurable business growth. Working closely with business, operations, technology, and external partners, the incumbent will ensure effective programme governance, stakeholder alignment, benefits realization, and adoption of new capabilities across the Group.
Responsibilities:
- Drive end-to-end programme management for the Enterprise CRM implementation across Malaysia, Singapore, and Indonesia, ensuring successful execution and governance.
- Manage programme planning, prioritisation, milestones, budget tracking, and interdependencies across multiple business and technology workstreams.
- Align and collaborate with stakeholders across GCFS, GGB, Group Operations, Group Technology, country teams, vendors, and implementation partners.
- Oversee the delivery of CRM, MarTech, AI, customer interaction capabilities, and implementation partner engagements.
- Proactively manage programme risks, issues, change requests, escalations, and mitigation plans to ensure delivery against objectives.
- Monitor programme outcomes, including revenue growth, productivity improvements, cost-to-serve optimisation, and delivery against business case commitments.
- Develop and operationalise CRM operating models, governance forums, enhancement roadmaps, release planning frameworks, and executive reporting for Steering Committee and management forums.
Requirements:
- Relevant experience in programme management, CRM implementation, digital transformation, or banking technology initiatives, preferably within Retail, SME, Corporate Banking, or Customer Service environments.
- Proven ability to lead large-scale, cross-functional transformation programmes involving multiple stakeholders and vendors.
- Strong understanding of CRM ecosystems, customer engagement technologies, and banking operating models, with experience in platforms such as Salesforce, Microsoft Dynamics, or BusinessNext.
- Ability to engage and influence senior stakeholders across business, operations, and technology functions.
- Strong commercial awareness, analytical thinking, and problem-solving capabilities to drive business outcomes.
- Experience in agile delivery methodologies, PMO governance, benefits realization, and project performance tracking.
- Comfortable navigating ambiguity and complex organisational environments. PMP, Agile, Scrum, or equivalent certifications are an added advantage.
