Strategy & Transformation Specialist, Regional COO Office

About the role

The Group Customer Service Hub aims to deliver exceptional service outcomes for more than 18 million customers across consumer, wealth and corporate segments, using a unified operating model across six core markets, augmented by GenAI and Agentic AI. This role drives the strategic planning and transformation agenda in the Regional COO Office, leads demand tracking and management and adoption of digital and AI technologies across the region, and supports strategic initiatives, planning and scorecard performance measurement.

Key responsibilities

• Drive the strategic planning and transformation agenda for the Regional COO Office, including completing the Operating Model Transformation in all six markets.
• Create and automate cross-functional reports, analyse performance data, identify insights and report regularly to senior management.
• Prepare communications for and facilitate senior management meetings, including business updates, strategic reviews and leadership forums.
• Research market trends, competitor activity and technology advances to inform strategic decisions.
• Lead demand tracking and management, and adoption of digital and AI technologies, to improve customer experience and employee productivity.
• Provide oversight and governance of transformational initiatives on Customer Servicing and Conversational AI platforms, monitoring projects from conception to completion.
• Work with the Group Ops Capability Centre platform team and other business units, and coordinate Group CSH change management with GenAI/Agentic AI developments.
• Support day-to-day governance of GenAI use cases (JoyBot, DigiBot, VoiceBot, CSO Assistant) and maintain operational guardrails and continuity controls.

Required profile

• Diploma or degree in Banking and Finance, or relevant experience in financial services or a large consumer goods or services company for at least 4-5 years in strategy, transformation, digital projects and/or business planning.
• Experience leading or supporting strategic initiatives, digital projects and change management.
• Good to have: multimarket experience and exposure to large-scale transformation.

Required skills

• Proficiency in creating and analysing detailed reports, drawing insights from data and preparing management updates and reviews.
• Able to manage multiple workstreams systematically and deliver timely results.
• Strong problem-solving and conceptual abilities, with excellent interpersonal and communication skills.
• Keen learner, self-starter who thrives in a fast-paced, changing environment.