Job Details

Title: Senior Programme Manager - Conversational Banking, International Wealth and
Premier Banking
Duration: 9 months
Salary: HKD 115K per month (depending on experience)
 
Role Purpose
The Conversational Banking, AI &; Innovation team is globally accountable for our Chat and Messaging channels that deliver a fantastic customer experience through a combination of AI and human agent support. The client is on a mission to build the world's best banking app, and as part of this we intend to build the world's best conversational experience through innovating and experimenting with Generative AI solutions. 

The role holder will be responsible for managing the delivery for the Future State AI bot solutions (chat and voice) and growing customer adoption of Conversational Banking channels and increasing the level of automation through traditional and generative AI. The role requires to work collaboratively across a range of teams both within the Digital & CX team and outside (for example, but not limited to UK, HK, D&A, Contact Centres, Wealth Solutions and Customer Segments).
 
Principal Accountabilities:

• Mobilise rollout of strategic programmes across multiple markets from early initiation, establishing business cases, project requirements, change requirements, task plans, tracking and reporting consistent with the Change Framework methodology
• Drive the effective delivery of the agreed business case and roadmap, working day to day with teams across technology, the business and transformation to prioritise workload, escalate and resolve issues and ensure progress remains on track
• Lead the communications with senior stakeholders and sponsors, presenting progress updates and latest developments at various central workstream forums. This is a complex environment that spans multiple areas of IWPB, the role holder is critical to ensuring stakeholder remain aligned
• Proactively identify, manage, remediate and control delivery risks/dependencies (RAIDs) across the Programme, and act as the key escalation point, driving mitigating actions and onward escalation, collaborating with local market teams as appropriate
• Build strong partnerships with Markets, Transformation, Technology and Design teams to deliver at pace and create an environment where teams thrive, working closely with cross-functional teams to ensure that all the right resources are aligned to ensure success, and everyone understands the priorities and end state vision of the product.
• Ensure effective governance structures are in place across markets, this will include facilitation of key forums, with quality/timely material preparation. Forums will include the Steering Committees, regular working groups and ad hoc Senior Executives Forums.
• Deliver Programme level reporting, devise programme plans and make delivery related interventions which may include re-planning and re-prioritization.
• Establish Change controls: To ensure deliveries are in line with bank risk appetite and change standards. The role-holder will be expected to establish effective controls, procedures and quality assurance processes; including driving the adoption of bank change standards and working in alignment with the project methodology at all times.

Qualifications
To be successful in this role, you should meet the following requirements:

• Significant experience (10 years plus) defining and leading complex change programmes in a highly matrixed environment
• Deep experience in customer-facing Conversational AI and GenAI products, ideally within a banking or Fintech environment (Desirable)
• Proven ability to shape change from the start, including business case definition, establishment of governance structures, definition of change approach and movement of programmes from initiation into delivery
• A polished and confident communicator with experience working with a broad range of senior stakeholders - equally confident in written and verbal communication
• Knowledge of and experience in driving technology change - previous
  experience in a similar digital environment is a distinct advantage. Able to bridge the gap between tech and business
• Able to bring disparate individuals together to form a cohesive team across geographies and business units. Is a focused and resilient leader who role models the agility and "can do" attitude required to make digital platforms change happen
• Proven project management capability with experience operating in Agile Delivery, confident in use of Jira and Confluence alongside MS Office suite
• Accustomed to "rolling their sleeves up" to get the job done - able to operate independently with minimal oversight, Has strong judgement on when to escalate as required
• Data driven in their decision making and prioritisation. Experience in building real time dashboards to better manage programme delivery and/or programme outcomes is an advantage
• Proven ability to build strong relationships across stakeholder groups.
• Proven ability to influence large teams without direct leadership authority.