Director, Business Enablement and Control Excellence

International Card Services (ICS) is charged with the mission of “changing the world at work” by delivering unique value and service to our card members to ‘have their backs’ and create value, growth, and opportunity for all our stakeholders. As a key growth market, Singapore requires dedicated leadership to provide ongoing and accelerated growth by optimizing our acquisition and marketing channels to bring value to our customers and continually innovate and optimize our marketing and operations to create the best customer experience, maximize engagement, and drive stakeholder value.

**Responsibilities**:
The Director of Business Enablement & Control Excellence is responsible for:
Program & Partnership Management
- Drive portfolio engagement and loyalty through ownership of the benefits and loyalty rewards programs including the end-to-end customer journey, external partnerships and providing strategic insights and ideas to improve the program based on program economics
- Conceptualize, plan and execute loyalty marketing strategies to deliver revenue growth, market share growth and loyalty platform margin improvements.
- Drive new membership benefits enhancements (including rationalization & retirement) through understanding market dynamics, competitive environment, technological advancements, customer preferences and portfolio analysis.
- Manage Membership Rewards Loyalty Program and build essential partnerships.
- Deliver attractive and new portfolio benefits including rewards, dining and loyalty programs to card members and drive increased activation, usage, and loyalty through membership rewards, differentiated servicing, and targeted campaigns.
- Introduce and adopt digital capabilities to elevate customer experience and journey and improve serving efficiency. (Servicing, rewards engagement, membership digitization, CRM)
- Review and handle all operational processes to minimize downtime and ensure that deliverables are fulfilled within agreed SLAs
- Drive centralized planning and capacity management of major marketing initiative, including product launches, compliance updates, and cross-channel campaigns, while ensuring operational feasibility and efficiency
- Be responsible for full suite of customer lifecycle engagement marketing, including onboarding, early engagement, engagement across all products, and develop strategies to retain customers in line with the ICS product line strategy which includes formulate marketing strategies and campaigns to attract, engage, and retain target customers throughout the lifecycle.

(i) Control Excellence
- Control Governance
- Leading and operationalizing the control framework across business lines to ensure regulatory compliance, mitigate operational risk, and enable the business to execute efficiently and securely.
- The role will partner with Compliance, Control Management and Legal to embed control excellence into business operations, drive process improvements, and ensure that change & growth are supported by robust, scalable control mechanisms.
- The role will include defining, implement and maintain the end-to-end control framework for business operations in ICS Singapore team including preventive and corrective controls.
- Drive business ownership for ICS Singapore risk assessment and control management processes such as Process Review Self-Assessment (PRSA), Risk and Control Self-Assessments (RCSA), Regulatory Change Management (RCM), etc.
- Including new product or feature launches, MAPs, process automation initiatives, and business enablement efforts.

(ii) Brand Governance
- Oversee Brand Governance for Singapore Market and adherence to global guidelines
- Plan, strategize and execute marketing designs and activities to establish and maintain brand presence in the market
- Analytics & Data Capabilities
- Lead the development and implementation of data capabilities for automated control monitoring, dashboards, and reporting solutions with stakeholders such as product, technology team.
- Develop database automation workflows for daily/ weekly data refreshes and the automated delivery of business reports or dashboards to internal business partners
- Translate business requirements into technical plans and solutions that involve automated collection, visualization and analysis of customer and financial data

**Qualifications**:

- At least 10-15 years working experience. Prior experience and knowledge of the Cards, Financial Services Market, premium lifestyle products and services, as well as loyalty programs for both proprietary and cobranded products will be an added advantage
- Strong ability to drive results, and able to prioritize and manage multiple projects simultaneously in a fast-moving environment
- Validated Card Marketing experience, ideally in the loyalty/rewards/benefits space
- Expertise in defining and designing customer/user digital experience
- Project management experience, with a high comfort level for technical complexity
- Knowledge