AVP, Business Planning & Performance Specialist, Customer Service Hub (CSH), Group COO

Financial Management & Performance Analysis

• Collaborate closely with Group Finance partners to ensure timely and accurate submission of monthly spending forecasts & reports, with efficient and effective management of Customer Service Hub finances and minimal expense gaps/risks highlighted.

• Work closely with location CSH and Finance counterparts to consolidate and analyse monthly financials and reporting metrics.

• Actively oversee and monitor CSH’s financials forecast vs actual spend, through financial data analysis and close collaboration with CSH stakeholders on expense dependencies.

• Support financial duties involving write-offs/write-backs, accruals and oversight of Cost Allocation for CSH under the NCA Framework.

• Continuously strengthen financial forecast by validating historical performance against forward assumptions, financial analyses to drive further expense optimization for CSH.

• Robust reviews of GLAO reconciliation process for CSH; timely monthly financial reconciliations to minimize GL breaks.

• Support the Head of Business Planning & Performance to oversee & conduct the annual Budget exercise for CSH, and perform any ad-hoc secure transfer of budget from business units in situations of unbudgeted expenses/headcount.

• Collaborate with Regional CSH COO team to drive governance of CSH’s overall financials performance and oversight of Regional CSH strategic and business planning during the annual budget cycle.

Business Planning and Key Metrics Governance

• Oversee regional data reporting needs for CSH, such as collecting relevant reports, analyzing raw data and delivering executive-ready qualitative and/or quantitative reports to support operational reviews in CCTR.

• Organise and lead management reporting for key metrics to internal and external stakeholders and senior management, including monthly Regional CSH management meetings.

• Collaborate with Regional CSH COO counterparts to derive diagnostic insights and develop materials for strategic reviews, to support senior management on business strategies.

• Review business processes & develop optimization strategies for reporting journeys within CSH, including automating metrics reporting.

• Proactively alert management of any potential service risks, based on agreed KPIs and targets; ensure CSH teams consistently meet and exceed Customer Centre financial targets without compromising on quality of service delivery.

Experience and Requirements:

• Related Diploma/Degree in Banking and Finance OR Relevant experience in Finance or Accounting field for 2 years.
• Relevant experience in business planning and/or data reporting; creating detailed reports and preparation of presentation reviews.
• Good to have related experience in agentic AI, process improvements, AGILE methodologies, project management and leading change management.
• Business knowledge or prior experience in the consumer banking/customer center area would be advantageous.

Core Competencies:

• Highly driven and meticulous with an eye for detail, and possessing good organizational capabilities

• Structured individual with good time management to oversee/ manage or prioritize multiple timelines across different tracks and align with the Customer Centre’s strategic priorities

• High conceptual problem-solving and quantitative analytical aptitudes; able to perform data story-telling / data design in a variety of formats to illustrate insights obtained
• Excellent written skills to support report reviews
• Excellent interpersonal and communication skills and comfortable to lead discussions and run presentations
• Keen learner, self-starter, independent and be able to thrive in a fast paced and changing environment
• Strategic to be able to connect the dots to the bigger picture
• Demonstrated ability to work collaboratively in a multi-disciplinary team.

• Risk-driven mindset; Integrity and maturity to manage the sensitivity of data
  
  
  

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