Assistant Vice President- Group Payment Operations: Payments Transformation (One Operations – Workflow & User Experience)

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

 Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

 We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

General Description

We are seeking a forward-thinking, strategically minded Product and Transformation Lead to drive the transformation of Group Payment Operations through strategic workflow optimization and process improvements. You will lead the design and implementation of workflow solutions that address business and operational challenges in the payments space – by leveraging automation, workflow orchestration, data-driven insights, and emerging technologies (including AI) to enhance operational efficiency, resilience, scalability, and client experience.  

As a key member of the transformation team, you will collaborate closely with Operations, Technology, Operations Risk, Compliance, and external technology partners to deliver these initiatives. You will play a pivotal role in shaping the future-state operating model, ensuring platforms and processes are aligned with the organization's growth strategy, regulatory requirements, and industry best practices.

Your leadership will be instrumental in transforming payment operations into a highly automated, resilient, and intelligent organization capable of supporting evolving business and client needs.

Key Responsibilities

Payment Workflow & UI/UX Design

• Set product direction collaboratively with Payment Operations stakeholders, by understanding business use-cases and translating strategic objectives into a practical product roadmap.

• Design streamlined and standardized payment exception handling workflows and user experiences across products, countries and operational teams, minimizing manual touchpoints while strengthening controls and operational effectiveness.

• Prioritize deliverables by balancing user needs, operational requirements, regulatory considerations, technology constraints and business value.

• Leverage operational data, workflow analytics and performance metrics to identify transformation opportunities, quantify benefits, monitor adoption and measure business outcomes.

• Identify and evaluate opportunities to incorporate AI, intelligent automation, predictive workflow routing and decision-support capabilities into payment operations processes.

• Lead business requirements definition, solution design reviews, user acceptance testing, implementation planning, end-to-end operational readiness and post-deployment stabilization activities.

• Leverage AI, data analytics, digitisation tools, workflow insights, and transformation metrics to identify process gaps, shape automation opportunities, and deliver measurable uplift in efficiency, controls, resilience, and service performance across Payment Operations.

Project & Program Management

• Drive product roadmap with Operations, Technology, Operations Risk, Compliance, and external technology partners at regional level.

• Drive standardization of workflows, controls, operating procedures and user experience across multiple countries and payment products.

• Define scope, business outcomes, success metrics, milestones, risks, dependencies, and governance requirements.

• Lead user acceptance testing, implementation, migration, change management, and operational readiness activities (namely, SOP updates, user trainings & briefings).

• Produce regular status reporting, stakeholder communications, and executive updates.

• Drive timely decision-making and proactively manage risks, issues, dependencies, and resource constraints / requirements (namely, testing resources).

• Track and report benefits realization to ensure expected business, operational, and financial outcomes are achieved.

• Establish appropriate operational documentation, procedures, controls and governance for new and enhanced solutions, ensuring clear ownership, end-to-end process accountability, exception handling, auditability and operational readiness from a Payment Operations perspective.

Qualifications

• Bachelor's Degree in Business, Finance, Technology, Engineering, or a related discipline.

• Minimum 5-8 years of experience in banking, with strong exposure to Payment Operations, Payments Processing, Investigations, Transaction Banking, SWIFT Operations or Payments Transformation.

• Experience designing or implementing workflow, case management, investigation or operations servicing platforms is highly desirable.

• Strong leadership capability with the ability to drive outcomes across multiple functions and geographies without direct authority.

• Passion for innovation, digital transformation, and leveraging emerging technologies to redefine the future of Payment Operations.

• Strong project and program management skills, including governance, stakeholder management, change management, and benefits realization.

• Strong stakeholder management skills with the ability to influence and collaborate across Operations, Technology, Product, Risk, and Compliance functions.

• Excellent analytical, problem-solving, and decision-making capabilities with a data-driven approach to transformation.

• Strong verbal and written communication skills, including experience presenting to senior management and governance forums.

• Experience with Agile delivery methodologies, project governance, and transformation frameworks is highly desirable.

Side Note:

This role is 100% work in office, based at Tampines

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.