Country Head, Onboarding, CPBB

Job Description

The Role ResponsibilitiesThe role holder is accountable for owning and delivering the end-to-end, best-in-class onboarding client journey for CPBB clients. The role holder is expected to align the client journey objectives to CPBB s strategic agenda and responsible for identifying and creating areas of competitive advantage in the onboarding domain, including conceptualizing and implementing the end-to-end client journeys cutting across processes, systems and platforms. The role holder also leads change management within the domain and supports the CPBB COO in coordinating and resolving trade-offs between competing priorities by closely working with CPBB teams in Group, region and country.Key responsibilities include:

• Country framework and organisational structure to deliver the end-state vision of the onboarding client journey. Embed digitisation principles in redesigning processes for straight-through-processing whenever possible
• Strong stakeholder management across Group, country, country business, T&I, frontline, Call Centre, Compliance, Finance and Risk to ensure alignment across organisation on target state architecture and to deliver the end-state vision. This includes prioritising initiatives and decisions related to the scope product requirements while maintaining strict oversight over investment funding within the journey

• Drive adoption of existing and future process and Digital/technology initiatives. This includes evaluating and reviewing new methodologies (e.g., Agile, Lean, HCD, Kaizen etc.) to enable a new and faster way of working and faster speed to market.
• In partnership with CPBB COO and Business Heads to articulate a forward-looking view of emerging industry trends and regulations to develop a platform consistent with the Bank s and business strategic ambition
• Redesign and embed Onboarding-related processes aligning to retail clients requirements while adhering to the bank s Enterprise Risk Management Framework ( ERMF ) and develop control measures to ensure processes are functional
• Deliver outcomes on standard metrics/scorecard for onboarding, e.g., productivity, accuracy, service levels, losses / lapses, issues, and the Operational Risk Framework ( ORF ) related to onboarding
• Work with Group and Country CPBB Operations/Business heads to agree on country priorities, and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate.
• Own end-to-end accountability of Operations team supporting the onboarding journey in country for CPBB.

Risk Operations

• Ensure there is a framework for effective management of fraud risks management, fraud response management, and exposure management
• Ensure that the direct reports execute responsibilities in managing Risk Operations in the area of Credit Initiation and Fraud Risk operations
• Responsible for driving the agenda of standardisation, automation of Risk Operations
• Responsible for maintaining strong and appropriate control environment in Risk Operations Process Ownership and maintaining operational risk tolerance in the areas of credit initiation process and fraud screening and surveillance

Business Strategy, Operations & Infrastructure

• Continuously improve productivity and efficiency of operations and drive standardisation agenda for the business, maintaining rigorous cost and investment discipline across the business.
• Prioritise business operating issues including the capability to deliver new products with control and efficiency on platforms which are consistent with core architecture. Oversee the prioritisation, design and management of significant change initiatives in the onboarding space.
• Leverage best-in-class capabilities (e.g. predictive modelling, AI, Machine Learning), to deliver a best-in-class onboarding experience
• Work closely with the country COO and CPBB business heads to deliver business strategy while ensuring strong controls, processes, governance, and risk management.

• Work with the CPBB Management Team to maintain rigorous cost and investment discipline across the business. Ensure appropriate prioritisation of issues around risk, control, investment, people, projects, and change management.

• Develop and manage a sustainable and scalable CDD Operations capability
• Define and drive E2E AML CDD processes witihin Group Policies & Procedures and lead implementation of policies and procedures end to end for the country ensuring consistency with Group standards and ensures these are, and remain, firmly embedded
• Design training programme and provides business process and operational expertise and guidance (including relevant communication) to in- country teams in relation to understanding end to end AML CDD processes and their connectivity to CPBB Clients AML CDD policy and procedure standards that impact their day-to-day business activities
• Assist CPBB Clients business management to ensure internal resources, systems, procedures and controls are in place, documented and operating effectively to prevent and mitigate money laundering risk.
• Works closely with project teams/stakeholders to drive projects/initiatives related to the AML CDD space to ensure successful and timely delivery
• Partners and actively collaborates with all relevant stakeholders across the AML CDD functional and advisory space to build robust and sustainable operational and execution excellence
• Ensure implementation of an effective governance framework to monitor and manage AML/CDD/Sanctions/FATCA risks; this may include establishment and management of working groups and regional/country Project Steering Groups
• Continuously improve productivity and efficiency of operations and drive standardisation agenda for the business, maintaining rigorous cost and investment discipline across the business.
• Prioritise business operating issues including the capability to deliver new products with control and efficiency on platforms which are consistent with core architecture. Oversee the prioritisation, design and management of significant change initiatives in the onboarding space.
• Accountable to drive a balance of alignment and automation, de-coupling especially minimising dependencies that are blocking or slowing down client service through architectural changes in the onboarding journey
• Use of data analysis and leverage on best-in-class market capabilities (e.g. predictive modelling, AI, digitisation, and other emerging technologies) to deliver a best-in-class onboarding experience

• Drive and embed agile ways or working in the operating rhythm of the onboarding journey and rapid MVPs for speed to market and superior client delivery

Governance & Risk Management

• Ensure there is a framework for effective management of operational risks in the onboarding journey for CPBB clients and in compliance with applicable internal policies and external laws and regulations.
• Accountable for country roll-out and embedding of Operational Risk Framework linked to CPBB onboarding journey, ensuring appropriate focus on High risk and Very High-risk issues.
• Responsible to minimize operational loss and audit failures and in conjunction with country COO, and CPBB operations heads to ensure appropriate focus on issues and resolutions.
• Work with the relevant NFRCs to ensure processes for onboarding of CPBB clients are fit for purpose and meet regulatory requirements.
• As a member of the CPBB COO Management Team, ensure that direct reports execute responsibilities as outlined in the Group Operational Risk Framework.

Key Stakeholders

• CPBB MT
• CPBB CEO; Country CEOs
• Regional and Country COOs
• Functional Partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc.
• Global Head GBS
• Group and regional CIOs / CTMs
• Clients Experience
• Regulators as applicable
• Banking Associations and industry partners

QUALIFICATIONS:

• Academic or Professional Education/Qualifications: As per Bank s requirements and HR policy
• Licences and Certifications/accreditations: None
• Professional Memberships: None
• Language: English

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Keyskills :
marketingsalesbusiness developmentfinancelogisticsrisk management frameworkenterprise risk managementrole modeldata analysisservice levelsrisk managementpoliciesprocedurestrainingdevelopmentcall center