Senior Expert, Operations Project Manager

Key Responsibilities

1. Operations Transformation & Process Excellence

• Lead end-to-end operational transformation initiatives to improve efficiency, effectiveness, scalability, and customer experience.
• Drive process reengineering, simplification, standardization, and continuous improvement across key operational processes.
• Identify improvement opportunities, define target operating models, and establish process governance, KPIs, and performance management frameworks.

2. Service Quality & Business Performance Improvement

• Lead initiatives to enhance service quality, productivity, turnaround time, accuracy, and overall operational performance.
• Analyze operational data, customer feedback, and business performance metrics to identify root causes and drive sustainable improvements.
• Establish and monitor service standards, SLAs, and operational excellence metrics to ensure continuous value realization.

3. Digital, AI, Automation & Transformation Delivery

• Identify, prioritize, and implement digital, AI, automation, and RPA opportunities to improve operational efficiency and customer experience.
• Partner with business and technology stakeholders to develop transformation roadmaps, business cases, and implementation plans.
• Lead cross-functional transformation projects, ensuring successful delivery, stakeholder adoption, and achievement of business outcomes.

Job Requirements

• A Bachelor's degree or higher in Banking and Finance, Economics, Business Administration, Operations Management or relevant majors.
• At least 8 years of experience in a similar role in Operation Transformation, Process Management or Digital Project Management, etc.
• Proven experience in process reengineering, operational excellence, and service quality improvement initiatives.
• Hands-on experience in digital transformation, automation, AI, RPA, or workflow technology implementation.
• Strong project/program management and stakeholder management skills.
• Strong analytical, problem-solving, and change management capabilities.
• Business English standard of proficiency as required for the role
• Professional certification in Lean Six Sigma, Kaizen, Agile/Waterfall Project Management is preferred