Manager, Client Service Engineering - International Middle Office
Skills
About This Role
Overview
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
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