Senior Manager - Operations Transformation - Banking - Singapore
Deloitte
- Singapore
- Permanent
- Full-time
- Front office / sales and service transformation
- Omni-channel customer journey and experience design
- Operating model transformation
- Digital enablement and platform implementation
- Identifying client's business requirements / overall strategy and vision, and any opportunities for efficiencies in existing process / service design
- Undertaking extensive desktop and on-the-ground research on various aspects relevant to our current and potential clients viz. market sizing, competitive benchmarking across channels, products, customer experience, digital capabilities, customer servicing, etc.
- Developing draft pitch proposals including storyboarding, data analysis, opportunity sizing, proposed team composition, project costing and fee estimates
- Using tech, human-centered design thinking and innovative approaches to solve business needs.
- Participating in team problem solving efforts and offer ideas to solve client issues.
- Facilitating client workshops to complete current state assessment and providing basis for future state design and rollout planning.
- Conducting relevant research, data analysis, and create reports.
- Maintaining responsibility for quality, completion, and accuracy of work products.
- Assessing restructuring operating models, organizational structures, and business processes to streamline core operations' service delivery.
- Assisting in proposal development, as requested.
- Actively expanding consulting skills and professional development through training courses, mentoring, and daily interaction with Deloitte colleagues and clients.
- Lead from the front, acting as an exemplary role model of integrity for leaders at all levels; promote a strong sense of loyalty and followership as well as to energise others to perform at the highest level
- Build a high-performance culture by cultivating individual and team strengths; drive outstanding service, quality and stakeholder value, often through a mix of large cross-business and/or cross-border teams.
- Anticipate market and competitor trends to develop and deliver bold and innovative solutions that differentiates Deloitte from others.
- Build and maintain trust-based relationships with senior stakeholders and influencers, using highly developed influencing skills to drive positive impact in complex situations.
- Set and communicate strategic direction, excite people around the vision and align diverse, cross-business as well as cross-border teams to achieve success.
- Manage the development of a strong pipeline of diverse talent for current/ future success; own and drive a talent experience that differentiates Deloitte from others.
- Actively manages the business to deliver maximum value to Deloitte and to external stakeholders.
- Anticipate market and competitor trends to develop and deliver bold and innovative solutions that differentiates Deloitte.
- Tertiary qualification in a business, actuarial, finance or technology discipline.
- Currently enrolled in an MBA program or have obtained the qualification with a well ranked institution.
- Minimum 12 years of working experience in the Consulting Industry and/or Financial Services Industry - Banking Institutions.
- Knowledge of Southeast Asia market, the core trends and drivers, with proficiency in articulating regulatory, economic, technological, and business impacts on key institutions.
- Types of role led:
- Digital transformation of within a bank
- Transformation in company or bank i.e. sales and service transformation including customer journeys, service blueprints and process redesign
- Strategy Consulting to define Target Operating Models and/or transformation to enable key drivers of change in banking (customer centricity, digitalization, growth, efficiency, regulatory change, sustainability)
- Actuarial, risk, technology, digital, human capital related projects
- Banking Cost Reduction, Efficiency, Automation, including Robotic Process Automation
- Experience with Agile/Scrum methodologies, or Professional Scrum Master / Product Owner certifications will be well regarded.
- Human-centered design thinking, logical structuring, and analytical problem-solving skills
- Tech fluency and knowledge to provide advice to business, experience and understanding of Cloud solutions and platform implementation
- Proficient in Excel and PowerPoint usage to present recommendations to client.
- Exceptional interpersonal, team building, and communication skills, with demonstrated ability to write clearly, succinctly, and in a manner that appeals to a wide audience.
- Ability to build consensus and foster change in ambiguous settings.