Portfolio Manager

We are currently seeking an experienced professional to join our team in the role of Portfolio Manager.

In this role, you will:

• Undertake activities as a part of the Global Contact Centre Shared Operations Change & Innovation Team and extend strategic support to over 8,000 people supporting 17 different markets across six different countries (China, Egypt, India, Malaysia, Malta and the Philippines).
• Collaborate closely with operational teams and the Wealth & Private Banking markets supported by Global Contact Centre Shared Operations.
• Coordinate and collaborate with operational teams and business partners to identify continuous improvement opportunities.
• Analyse performance, insight and operations data to proactively identify initiatives in support of the Global Contact Centre Shared Operations becoming a low effort organisation.
• Support the strategic aims of Global Contact Centre Shared Operations and ensure that all change-related activities are aligned to strategy.
• Deploy an excellent understanding of key drivers of process improvement methodologies and ensure that the procedures/processes used to deliver these are in accordance with Group Standards.
• Manage end-to-end delivery of strategic projects across processes, customer journeys, systems and technology, ensuring they meet business objectives.
• Be responsible for project planning, execution, benefits realisation, implementation, adoption, post-implementation reviews and closure in line with the agreed methodology.

To be successful you will:

• Manage the operating rhythm of the Change & Innovation managers and ensure that it is optimally managed.
• Scope projects that are aligned to business and Global Contact Centre Shared Operations becoming a low effort organisation objectives.
• Identify project replication and quick-kill change opportunities.
• Convert an idea into a project post cost-benefit analysis.
• Follow the Change & Innovation team's Initial Request process and ensure all necessary approvals are secured on time.
• Follow agreed project management methodology and governance.
• Manage a robust governance plan, and have regular engagement with Change Partner, Project Management Office, other project members and all relevant stakeholders.
• Plan for and mitigate risks.
• Identify early signs of risk, communicate timely, and take steps to address the risk.
• Demonstrate a strong understanding of analysing and interpreting data, using metrics to inform decisions and measure quality and productivity.
• Show a track record of working with others to design, deliver or sustain change programmes within the business.
• Demonstrate an excellent understanding of business dynamics across retail banking, such as contact centre processes and systems used, products sold, performance and reward structures, sales and customer services metrics, frontline skills and training, and regulatory requirements.

The Assistant Vice President, Change and Innovation, works closely with global Wealth & Personal Banking teams and stakeholders. Success depends on effective collaboration and navigating the organisation's complex dependencies.