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Operations Smart Automation Governance Lead is a key Consumer Core Operations function that includes all non-voice back office operations supporting retail banking, cards, wealth and other consumer products, payment processing, plastics production, statement/ print operations across 17 markets is APAC and EMEA and is in-charge of governing Operations Smart Automation Program
In support of the Regional Consumer objectives and ongoing service delivery to our country partners, this regional role will drive the Smart Automation Program strategy and governance for the Robotic Process Automation
Partner with multiple geographies and functions to identify automation opportunities and create demands to drive robotics process automation initiatives that increase staff productivity, accuracy and capacity. Build and manage the demand and prioritization of the consumer operations robotics book of work. Sets RPA direction, builds consensus, mediates conflicts, and helps to create an environment which solicits positive contributions from all participants, including operations teams, project managers, business analysts, Information Security Compliance, Business Risk/compliance etc.
Lead the Process Architecture Committee monthly forum for approval of business use cases by the Regional Business Sponsors, Regional CBORC, RPA Technology Lead and Countries BISOs & CBORCs to ensure suitability of use cases and that the business case cost benefit is in-line with organization objectives. As the APAC EMEA GCB RPA Sector Lead to gate-keep the RPA inventory for registration and attestation of approved use cases and provide information on overall delivery status, critical risks & issues, benefits accrued post implementation to working group committees (RPA leads council and SAC Weekly Program Risks & Issues). Preparation of weekly and monthly senior leadership updates and program communications with key stakeholders.
Governance of the RPA Program to ensure governance policies & procedures are enforced for all Smart Automation projects throughout the SDLC including policies and controls in place for project management, configuration management, delivery management, quality management and risks & issues management. Governance of the RPA program power user model strategy, showcase capabilities, cultivate use-cases and drive adoption of power users use cases. Responsible for the RPA financials and costing allocation including the annual budgeting and software license & resources costing review.
Subject matter expert in performing RPA use case suitability assessment, working with cross-functional units to integrate RPA solutions into existing or redesigned processes. Continuous review of emerging technologies and collaborate with RPA Technology teams to pilot new automation, setup of corresponding supporting governance framework etc. Dimension operating expenses, headcount taxonomy & key metrics to streamline processes, define future organization structure and identify key initiatives to improve productivity.
Regular controls reviews with Regional CBORC, Regional SMEs and Countries to identify areas of improvement, to design and evaluate automation strategies to strengthen controls and mitigate risk from manual processes through the use of RPA. Manage and support all audits and control queries related to RPA including ownership of CAPs for detected issues and process gaps. Oversight and support all COB drills, application and infrastructure upgrades, production support with the RPA Technology teams. Ensure the third party relationships are in compliant with the third party management policy and standards.
Work closely with relevant cross-functional core, credit and customer service operations units to support wealth related client onboarding & demographics maintenance activities, client, securities and counterparties sanctions screening processes, payments & fund transfers to wealth clients & counterparties, wealth related e-statements & e-advices delivery, investments & insurance phone sales activities, callbacks, cash & asset reconciliations, tax and regulatory reporting etc.
8+ years of experience in the relevant operations & controls, smart automation, governance and business process re-engineering (Lean, Six Sigma etc.). Experience in Robotics platform and familiarity with RPA software (Automation Anywhere, Xceptor, Celonis and TensorFlow etc.)
Excellent interpersonal and communication skills & organizational skills, should demonstrate a commitment to quality and strong attention to detail
Bachelor's degree/ University degree or equivalent
Any RPA certification, Project management (PMP) accreditation will be of added value.
Job Family Group: Project and Program Management
Job Family: Program Management
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