Job Description

Description Primary Objective:The Programme Manager serves as the custodian and lead for TWP 24 - Programme 11 (Build Leading and Next Generation Customer Experience). Programme 11 is one of the strategic Programmes under TWP24 (3-Year Corporate St Description Primary Objective: The Programme Manager serves as the custodian and lead for TWP 24 - Programme 11 (Build Leading and Next Generation Customer Experience). Programme 11 is one of the strategic Programmes under TWP24 (3-Year Corporate Strategy), with the objective to enable the successful end-to-end delivery of TWP24 promises of Leading Customer Experience and Hyper-Personalised Journeys. The strategic focus areas for the Programme include: Re-energise RHB Way Service Culture & Be Proactive to Serve Elevate Service Levels especially for TWP24 Target Segments Deliver Market Leading Service DifferentiationThe role of the Programme Manager would include: - Review and report project deliverables and KPIs of the programme to Programme Sponsors, Programme Owners, GMC, Service & Operations Excellence Council or any parties, where required, to ensure key headline KPIs (e.g. NPS) are on track. Identify and track Business value i.e. financial cost avoidance or financial uplift from deliverables completed under Programme 11. Preparing communications related to the Program. Including preparing communications for GMD, GMC Members, Programme Sponsors to drive awareness and support of the Programme throughout the Group. Organise and facilitate Business reviews sessions, including Management and Board Offsite, to ensure Senior Management is updated on the Programme delivery and aligned on the programme strategy. Propose and table projects/initiatives aligned to the Service & Operational Excellence Council and Programme 11 strategies. Serve as Project Managers for all Projects led by Group CX and serve as project working member (CX Rep) for projects led by business. Key Responsibilities: Review and report project deliverables and KPIs of the programme to Programme Sponsors, Programme Owners, GMC, Service & Operations Excellence Council or any parties, where required, to ensure key headline KPIs (e.g. NPS) are on track. Identify and track Business value i.e. financial cost avoidance or financial uplift from deliverables completed under Programme 11. Preparing communications related to the Program. Including preparing communications for GMD, GMC Members, Programme Sponsors to drive awareness and support of the Programme throughout the Group. Organise and facilitate Business reviews sessions, including Management and Board Offsite, to ensure Senior Management is updated on the Programme delivery and aligned on the programme strategy. Propose and table projects/initiatives aligned to the Service & Operational Excellence Council and Programme 11 strategies. Serve as Project Managers for all Projects led by Group CX and serve as project working member (CX Rep) for projects led by business. Requirements Requirements: Formal Education: Bachelor Degree in Banking / Accounting / Finance / Economics / Business AdministrationProfessional Accreditation: Preferably professional accounting/finance qualification (CB, ACCA, CPA, CA, CFA etc.)referred level of Experience (by years/function/industry): Preferred level of Experience (by years/function/industry): 10 years of relevant working experience. Including minimum 5 years' experience in either Customer Experience Strategy or Corporate Strategy. Preferably with experience in Banking & Financial Industry. Other skills required: Strong interpersonal skills and ability to work with internal and external people. Solid change management skills & problem solving Strong Influencer, logical and critical thinker Able to synthe large volumes of data to derive CX strategy and prepare reports to management Good planning, organizing and co-ordination skills. Basic computer literacy (MS Word, PowerPoint, Excel Internet, Outlook) is a must. Benefits Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards