The Senior Program Manager will lead large-scale digital and operational transformation programs within Retail Banking. The role provides end-to-end accountability for program delivery, including business engagement, solution design, project governance, and execution. This position ensures alignment between business, operations, and technology teams to deliver omni-channel servicing excellence across retail and wealth banking products.
Key Responsibilities:
End-to-End Program Ownership
- Serve as the primary point of contact for all business and operational program requirements.
- Define program roadmap and prioritize initiatives in alignment with strategic goals.
- Ensure organizational readiness to deliver programs within governance, budget, scope, milestones, and quality standards.
Stakeholder Management
- Manage stakeholders across Business, Technology, Operations, and Compliance for end-to-end program delivery.
- Maintain alignment with regional and cross-functional teams to support program objectives.
Requirement Management & Solution Design
- Collaborate with Business or Operations Program Manager to prepare investment proposals, project plans, and business requirement documents (BRD).
- Develop high-level solution designs illustrating feasibility, technical considerations, and alignment with technology roadmap.
- Define post-go-live support models for sustainable operations.
Project Management & Execution
- Participate in project governance and review key deliverables such as BRD, Test Plan, FSD, Test Reports, and financial planning.
- Provide T&O resources and jointly manage program plan, budget, risks, and stakeholder engagement.
- Monitor program budget, expenses, and allocations across business units and regional entities.
Digital Servicing Transformation
- Drive initiatives in omni-channel retail banking, covering CASA, Cards, Loans (secured/unsecured), Wealth & Investment products.
- Apply Lean/Agile principles and data-driven insights to enhance operational efficiency and service delivery.
- Support CRM platform enhancements, such as MS Dynamics, for Assisted Channel staff.
Process Excellence & Best Practices
- Implement best practices and service excellence standards in technology and operations management.
- Evaluate scalability, maintainability, cost, operational, and technology risks for program recommendations.
- Foster a culture of resourcefulness, critical thinking, and continuous improvement in program execution.
