Head, Global Implementation and Cash Service, Thailand

About the Company

Responsibilities

• ● Drive the Global Implementation and Cash Client Service Group Strategy within respective Cluster/Country, includes identifying and/or creating opportunities to uplift and/or re-establish the profile/identity of the Global Implementation and Cash Client Service Group team
• ● Ensure active engagement and ongoing alignment with the wider TB business strategy & priorities
• ● Build in sustainability when developing frameworks and/or redesigning processes, systems, and operating models
• ● Collaboratively design a suite of capabilities and services in line with respective client tiering, participation for bespoke services in collaboration with partners
• ● Lead the roll-out of Client Implementation and Cash Client Service Group Harmonization
• ● Fronting client conversations (Treasury, CFO above) on key pitches to driver overall TB proposition
• ● Drive focused client sessions with Sales, Coverage, Product, and other partners to position overall propositions
• ● Develop regular connect sessions with clients as part of building client relationships, including actively participating in various client forums/events/conferences, strategic discussions, etc.
• ● Develops, owns, and drives strategic plan/roadmap of client deal management within respective Cluster/Country, ensuring alignment with overall TB Groups and respective Cluster/Country strategies
• ● Drives strategic plan/roadmap of client deal management
• ● Drive a continuous improvement model; with the aim to drive efficiency and simplified client experience, ensuring appropriate implementation model is "fit" for clients + TB business priorities, etc.; Including: Client engagement model to mirror client organizations, Harmonization and alignment across partner groups etc.
• ● Serve as the primary escalation point for critical client service issues, coordinating resolution with internal stakeholders.
• ● Ensure recurring client service issues are escalated and addressed through appropriate governance and client experience forums.
• ● Provide expertise advice for change/ transition management for Implementation
• ● Proactively identify and drive opportunities to streamline processes to improve client experience, including collaborating with functional partners
• ● Identify opportunities to improve existing operating model, including the current resourcing, location and client footprint strategy aligned with implementation structure
• ● Develop an approach to build bench strength within the respective Cluster/Country
• ● Drive succession planning to actively manage attrition
• ● Actively managing costs; including identifying opportunities to reduce costs
• ● Actively drive the management of team productivity and capacity in relation to onshore and offshore activities
• ● Represent Implementation in Management forums; clearly articulate achievements (including landmark deals), product/client feedback, key challenges, etc. to help drive visibility of the Implementation team across the business
• ● Ensures effective and disciplined usage of the Implementation Management system for self and team
• ● Has product knowledge in both cash, trade and other TB products in scope
• ● Drive overall Client + Project Management discipline, including effective usage of tools and systems, ensuring trusted and accurate data for reporting, and planning purposes, including oversight of key deals turnaround times management and feedback loops to business / support partners
• ● Active engagement in key RFP and provide guidance to Implementation managers in providing RFP/RFI responses on the implementation component as part of the Deal team
• ● Collaborate with Sales, Product Management, Product Development, Channel Management, Technology and Operations teams for the solution designs
• ● Conduct critical reviews on deal handover, validate deal size, expected revenue and deal requirements
• ● Develop and nurture client relationships to ensure the products and services remain aligned to client needs
• ● Provide technical feedback as required to Product Owners and/or distribution teams for continuous iteration of product development.
• ● Oversee the overall Project Management of the end-to-end implementation cycle of key deals (incl. technical discussions, execution of documentation, ERP integration, liquidity and limit set up, planning testing and training, onboarding)
• ● Work closely with clients and Product Management during the project requirement gathering, developing technical solutions, system integrations, user testing and training
• ● Seamlessly transition the implemented product and services to service teams for BAU client servicing
• ● Drive focus on sustainability when considering Implementation's global strategy, processes, systems, and operating model, as well as in delivering the implementation
• ● Work with Technology and Operations to design and implement platforms / ecosystem to support TB products
• ● Understand and utilize emerging technologies and innovations to improve product offerings and meet evolving client needs
• ● Work closely with external partners to support clients in their digitisation journey, ensuring efficient implementation experience for the clients
• ● Adopt emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify / improve business processes
• ● Constructively drives an integrated approach with partners to capture client feedback opportunities
• ● Drive post implementation activities, including:
• ● Post Implementation Surveys

Requirements

• ● Application Programming Interfaces (APIs)
• ● Client experience, behaviours and preferences
• ● Operational Risk
• ● Change/ Project Management
• ● System and technology integration
• ● Communication & Presentation skills
• ● Stakeholder Management
• ● Strategic Thinking
• ● 15+ years of banking and finance industry experience or similar industry
• ● 15+ years' experience in Client Implementation with strong delivery focus
• ● Has strong project management disciplines
• ● Extensive knowledge in API, system and technology integrations, and Transaction Banking products
• ● Creative problem-solver with a strategic mindset
• ● Outstanding written and verbal communication skills, including presentation skills
• ● Able to manage ambiguity in uncertain situations whilst maintaining a strategic mindset
• ● Effectively manage escalations, including driving resolutions and/or appropriately escalating to senior MT (internal + external)
• ● Experience in managing a team where team members are in multiple countries
• ● Proven track record of successfully delivering large, complex, and cross-border deals
• ● PMP certification is a plus.

Benefits

• ● Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• ● Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• ● Flexible working options based around home and office locations, with flexible working patterns.
• ● Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• ● A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• ● Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.