Head of Apac Customer Project

In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 18,000 employees* and a presence in 13 markets, BNP Paribas provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships.
Worldwide, BNP Paribas has a presence in 68 markets with more than 193,000 employees. It has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. Asia Pacific is a key strategic region for BNP Paribas and it continues to develop its franchise in the region.
- excluding partnerships

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

**Position Purpose**:
The position is holding the below 2 responsibilities and is aiming at driving the strategy and digital transformation programs for our internal Customers & Employees across APAC Territories, as well as managing the transversal Governance & Projects and being the deputy for the APAC Customer & Services domain.
1. Head of APAC Customer Project & Efficiency
2. Deputy Head of APAC Customer & Services

**Responsibilities**

**Direct Responsibilities**

Digital Transformation Programs
- Management of the APAC Customer Project & Efficiency team comprising of 2 direct reports
- Define/implement/run the Project Management Governance of the major transformation programs for APAC Customers, including New Ways of Working, Microsoft 365, e-com channels, Customer Support Global Strategy,
- Plan the program from start to completion involving deadlines, milestones and processes
- Oversee/coordinate/drive the deployment across all the supported APAC Territories & Businesses
- Deliver a successful Customer Experience with an accompanied onboarding journey for all our APAC users (Communication campaigns, Trainings, Digital Champions community, Self-Help contents, New Hybrid Support Model,...)

Transversal Governance and Projects
- Structure and run the Transversal Governance for the APAC Customer & Services domain (People Management, Cost & Budget, Projects Portfolio, Steering & Operational committees, Risks Management, Procedures,...)

Deputy for APAC Customer & Services Domain
- Be the alernate escalation manager for the Customer & Services domain, the stakeholders and the Senior Management
- Responsible for delegated approvals and adhoc assignments from the Head of APAC Customer & Transversal Services and SG IT Infrastructure

**Contributing Responsibilities**
- Direct contribution to BNP Paribas Permanent Control Framework
- Contribution to continuous APAC ITP cost optimization by automation, consolidation of infrastructure, contracts negotiations, outsourcing/offshoring,...
- Contribution to CTO Office activities: dashboards, time-sheets follow-up, financial management, projects portfolio review, Steering Committees...
- Contribution to APAC ITP efforts in the CSR: reduce our environmental impact (electricity consumption, reduce our footprint, recycle our disposed assets,...)

**Technical & Behavioral Competencies**:

- Proven experience in managing major Transformation Programs and Digital Projects
- Transversal knowledge on technologies for end-users and back-end systems (Desktop Infrastructure, M365, VPN, Citrix, Cloud, Virtualization, HVD,...)
- Takes initiative and is results driven
- Strong problem solving, decision making and analytical skills
- Ability to innovate, to manage change and complexity with confidence
- Strong leader and able to drive multiple teams towards common goals
- Exemplary behavior and ability to develop excellent professional relationship/partnership with all the infra service owners/providers and with all our internal customers in the region
- Client focused and Customer care
- Exposed to multi-cultural environment (SG, HK, JP, FR, UK, IN, South East Asia, North Asia)
- Mature and indep