The bank for a changing world

Process Manager


Standard / Permanent



Job function




You as a Process Manager will ideally have Wealth Management industry experience and be passionate about uncovering and presenting ideal solutions to operationally cross-functional challenges, with a primary focus on internal operations.  You are a Six Sigma (Black Belt) practitioner and you will apply both LEAN and Six Sigma principles and be very hands on interfacing directly with Front Office, Middle Office and Backroom operations teams. You have demonstrated excellent interpersonal, communication, presentation and training skills and have a high degree of comfort engaging with all levels within the organisation.

The Process Manager delivers expertise to operational and project teams in collaboration with other disciplines to create efficiencies and quality improvements.  You understand, communicate, and apply process improvement techniques, technologies, methodologies and processes to define consistent / robust solutions.  You will mentor and motivate project managers, process actors and stakeholders to participate in continuous improvement initiatives and play a key role in identifying, recommending and implementing improvement opportunities across strategic business processes and in accordance with the strategic intent of the Bank.


Essential Responsibilities

Management and governance of a pre-determined list of cross-functional / transversal processes considered critical in its business-as-usual operations. This includes:

·         Development, implementation, collection and / or reporting on qualitative and quantitative Key Performance Indicators (KPIs) to enhance managerial effectiveness on the in-scope processes

·         Reviewing the KPIs with relevant stakeholders and to recommend process efficiency ideas, service level improvements, or risk reduction ideas

·         Ensuring associated process documentation and artefacts (including Training / User guides, procedures and operational control documents) are current or in place

·         Reviewing Incidents & the associated conclusions that occur on the process

·         Reviewing results of the Key Surveillance Points (KSP) findings that occur on the process

·         Review of audit recommendations on the process

·         Ensuring process harmonisation across Singapore and Hong Kong booking locations

·         Consolidating all change requests on the process, and facilitating prioritisation and grouping of such requests

·         Ensuring impact analysis is performed on the in scope processes when other change is being realized

·         Ensuring the processes meet the ongoing needs and requirements of the stakeholders today and the future

·         Reviewing and interpreting of data sets to identify gaps in performance in comparison to internal or external benchmarks

·         Analysing of workflow processes and operations to develop the most cost efficient or effective way for processes to improve productivity, work methods, reduce costs and improve risk management and control

·         Standardisation and design of ad hoc generic workflows using FileNet “Electronic To Do” (workflow) platform

·         Training support teams on the end-to-end process to ensure the processes are being supported effectively


Increase the overall Efficiency and Effectiveness of the Wealth Management departments / processes.  This includes:

·         Identifying, leading, facilitating, and managing cross-functional process improvement initiatives with tangible benefits aligned to overall Wealth Management strategic intent

·         Managing both operational and strategic change throughout various areas of the business to deliver process effectiveness and efficiency including (but not limited to) incremental revenue, cost / expense reductions, and working capital optimisation

·         Directing and co-ordinating business change activities associated with process improvements

·         Conducting the required fact gathering and intensive quantitative and qualitative data analysis to document, quantify and specify process re-engineering efforts

·         Providing training, guidance, mentorship, and leadership to ensure consistency of approach and quality control for continuous improvement initiatives

·         Providing consultative services to stakeholders including analysis of business processes and value streams, business case development, and strategic project identification


Contribute to the Permanent Control / Operational Risk framework:

·         By suggesting improvements to the permanent control / operational risk framework

·         By identifying weaknesses in the permanent control / operational risk framework and proposing new controls where appropriate

·         By considering permanent control / operational risk aspects for all new workflows rolled out

·         Contribute to the implementation of operational permanent control policies and procedures in day-to-day business activities, such as Control Plan

·         Comply with regulatory requirements and internal guidelines

·         Contribute to the reporting of all incidents according to the Incident Management System

·         8+ years’ experience in general process improvement / re-engineering and / or design with a Bachelor’s degree; 6+ years’ experience with a Master’s degree

·         4+ years’ experience in Six Sigma process application

·         LEAN and/or Six Sigma Black Belt Certification (highly desirable) or equivalent relevant leadership experience of process improvement

·         Trained in / Strong working knowledge of Six Sigma, Lean, Kaizen, Workout tools, problem solving / root cause analysis and process management including statistical process control and flow, pull and data analysis

·         Experience in developing various process documentation (process maps, business rules, RACI, etc)

·         Experience in operational performance evaluation (Efficiency / Utilisation)

·         Experience in applying both Lean and Six Sigma methodologies (and other Continuous Improvement methodologies) to meet short and long term goals

·         Experience leading initiatives across organisational boundaries

·         Proven track record of results from the application of process improvement methodologies and effective change leadership

·         Demonstrated ability to motivate, influence (without authority) and gain commitment at all levels of the organization

·         Strong facilitation and oral/written communication skills. Confident presenter and public speaker

·         Ability to work with a high level of independence with strong collaboration and relationship management skills

·         Proficient with R, Minitab (Advanced Analysis) or equivalent and other business software applications, such as Microsoft Office