Manager, Client Service Engineering - International Middle Office
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Reporting to the VP, the MGR Client Service Engineering plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. He/She will lead multiple client service priorities, collaborate with cross-functional stakeholders, and ensure the successful execution of initiatives that align with the bank's strategic objectives.
Service Journey Reimagination
• Lead the redesign and governance of client service journeys to ensure they are client-centric, efficient, and risk-controlled. Drive end-to-end process optimization and automation initiatives.
Service Delivery & Performance Management
• Support coordination with cross-functional teams to ensure delivery of initiatives
• Track, analyze, and report performance against KPIs (CX, scalability, risk).
Stakeholder Engagement & Change Leadership
• Support VP/Head in engaging business stakeholders to align on priorities
• Act as a change agent by advocating agile ways of working and continuous improvement
• Assist in applying change management frameworks (e.g., ADKAR, Kotter) at the workstream level
Continuous Improvement & Innovation
• Conduct analysis to identify improvement opportunities and pilot AI/automation solutions
• Document and contribute to toolkits, playbooks, and frameworks for consistent service delivery
Reporting & Communication
• Prepare materials for governance forums, ExCo-X, and GCOO meetings
• Consolidate updates, risks, and key issues for escalation to senior management
Requirements
- •Lead client service journey redesign and governance
- •Drive process optimization and automation initiatives
- •Track, analyze, and report performance against KPIs
- •Engage business stakeholders and align on priorities
- •Advocate agile ways of working and continuous improvement
- •Apply change management frameworks (e.g., ADKAR, Kotter)
- •Identify improvement opportunities and pilot AI/automation solutions
- •Prepare materials for governance forums and senior management
Nice to Have
- •Experience with AI/automation solutions
- •Familiarity with ADKAR or Kotter change management frameworks
Responsibilities
- •Lead multiple client service priorities
- •Collaborate with cross-functional stakeholders
- •Ensure successful execution of initiatives
- •Conduct analysis for improvement opportunities
- •Document and contribute to toolkits, playbooks, and frameworks
- •Consolidate updates, risks, and key issues for escalation
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