Senior Manager, iCIMB & CCBO - Business Integration Unit (Client Services)

Job Purpose

1. Responsible for managing a team of Project Managers and Relationship Managers to drive opportunities and strategic alliances with major Process Owners, with the objective of increasing account penetration and expanding new business/services for key accounts within the Group, as well as identifying potential opportunities beyond the industry in the future.
2. Continuously review overall operational efficiency and charging mechanisms of services provided by iCIMB to ensure competitiveness, transparency, and value optimisation.
3. Manage stakeholder expectations and engagement across Business Units and Process Owners to ensure alignment and delivery of optimal business outcomes.
4. Ensure that all agreements and Service Level Agreements (SLAs) between iCIMB and Business Units are effectively maintained, regularly reviewed, and updated in line with business and operational requirements.
5. Lead and manage strategic projects and initiatives driven by senior management, ensuring timely delivery and alignment to organisational priorities.

Key Responsibilities

1. Responsible for end-to-end business growth, including sourcing opportunities, scoping of work, budgeting, cost optimisation, service level structuring, and vendor negotiations to maximise value and meet business expectations.
2. Drive new business opportunities and growth of iCIMB services in line with targets set by Management, contributing to overall business expansion.
3. Optimise internal teams and resources to deliver financial growth and achieve targeted profitability as a team.
4. Develop and maintain strong relationships with internal and external stakeholders to ensure alignment on goals, deliverables, and responsibilities.
5. Lead commercial negotiations with Business Units to achieve optimal balance between profitability and service delivery standards.
6. Drive and manage projects or initiatives that enhance day-to-day operations and strengthen stakeholder engagement across iCIMB.
7. Manage business expectations on changes to policies and procedures within iCIMB, ensuring clear communication and minimal disruption to operations.
8. Monitor and manage all agreements and business requirements between iCIMB and Business Units, ensuring all deliverables are met in accordance with agreed standards.
9. Act as key custodian of all agreements and Service Level Agreements with Business Units, ensuring proper documentation in line with SOPs, compliance, and governance requirements.
10. Oversee all projects and implementation of shared services-related requests from Business Units to support volume growth and service scalability for iCIMB.
11. Review and evaluate operational performance through periodic operational meetings, ensuring shared services resources are optimised and maintained at peak performance levels.

Qualification

• Bachelor's Degree in Business, Finance, Management or a related field.

Relevant Work Experience

• Strong exposure in client/relationship/account management and project management, preferably within complex, multi-stakeholder environments.

Skills

• Proficient in Microsoft Office applications (Excel, PowerPoint, Word)
• Account / Relationship Management
• Process Improvement methodologies (e.g. Lean, Six Sigma)
• Project Management
• Resource Planning and Optimisation
• People Management and Team Leadership

Competencies

• Strong leadership and people management skills, with the ability to inspire and guide teams towards achieving business objectives
• Excellent stakeholder management and interpersonal skills across multiple levels
• Effective communication skills with the ability to convey ideas clearly, confidently, and constructively
• Strong learning agility with the ability to quickly adapt in dynamic and evolving business environments
• Demonstrated ability to apply new knowledge and insights to drive continuous improvement
• Strong commercial acumen with excellent negotiation, decision-making, and customer-oriented mindset
• Results-driven with a strong focus on delivering outcomes and achieving targets