Manager/ AVP, GCXM - CX Business Process Re-Engineering MY

Job Purpose

• Facilitate implementation of key process re-engineering initiatives, aligned to Groups customer experience strategy, ensuring optimal service proposition that drives maximum customer acquisition, retention and profitability
• Work closely with Head of Business Process Re-engineering, GCXM to determine strategic project priorities that will deliver utmost impact/value to the bank and also to cultivate lean six sigma project management disciplines across all levels
• Build process improvement capability through appropriate methodologies and tools, e.g Lean Six Sigma (LSS) and also provide coaching & facilitation support on initiatives across the organisation

Key Responsibilities

• Responsible to lead, coach and facilitate completion of projects and programmes where needed
• Lead or support the execution of projects, including overseeing the development of robust project charters, timelines, allocation of cost and effort, benefit realisation tracking as well as to impart LSS knowledge
• Track and monitor project completion and value realisation, reporting progress and raising issues to the project sponsor, and/or Head of Business Process Re-engineering, GCXM and relevant commitees and provide appropriate recommendations on decision making process
• Manage interdependencies and risks, and facilitate effective cross-divisional collaboration and foster best practices sharing amongst the team members in effort to cultivate CX culture across the organisation
• Provide certification input on project execution capabilities of team members in line with LSS
• Facilitate design, development and implementation of group-mandated service initiatives and process improvements and ensure the execution and decision taken are contributing towards gaining positive differentiators
• Assist for on-time delivery of ad-hoc assignments and presentations, where needed.

Job Specification

• Bachelor&aposs Degree or Professional Qualification in the relevant discipline
• Certification in Six Sigma Black Belt is an advantage/ Green Belt
• At least 6 years of working experience in a relevant field, preferably with 3 years in a process improvement practitioners role
• At least 3 years of prior leadership experience in a project management role.

Required Competencies and Skills

Technical Experience

• Proven business leadership and acumen with outstanding reputation and network
• Proven capability in leading cross-division, cross-country process improvement projects
• Strong experience in Lean Six Sigma Methodologies Black Belt preferred
• Good knowledge of banking practices, products and regulatory environment preferable but not essential

Core Competencies

• Ability to advise and facilitate issue resolution between senior members of the CIMB Group and business units, playing an influential role to break silos and promote collaboration and teamwork
• Proven ability to lead, coach and mentor multi-disciplinary project teams
• Ability & passion to instil the discipline of process change effectively across all levels within the group
• Ability to effectively communicate and influence cross-divisionally with all levels of management within the group
• Foster an environment that values, supports and rewards collaborative efforts