The Business Support Management (BSM) function plays a crucial role in business administration and control, supporting the Commercial & Investment Bank's lines of business and functions. Each team member acts as a liaison between Business Management, the Business Control Office, and various business-aligned, corporate, or third-party technology and support providers. Given the importance of business connectivity, team members are aligned and co-located with the business or function they support.

BSM has a strong presence in strategic CIB operating hubs, including Hong Kong, Singapore, Japan, Australia, and China. With plans to expand and establish a significant presence in India, we are setting up local onshore teams in India and the Philippines for our service centres.

As the APAC Business Change Management (BCM) Team Lead, you will manage a regionally and country-aligned team of Business Change Managers. Your responsibilities will include executing BCM core functions to ensure high performance, customer care, and adherence to BSM procedures. You will also focus on maximizing technology use, managing team-customer interactions, and maintaining accurate real estate seating data for the CIB.

Job Responsibilities:

Lead and manage teams to ensure high performance and exceptional customer care. Deliver efficient, customer-focused back-office services. Support BSM Program Management and Governance, ensuring compliance with procedures. Foster an inclusive culture and develop team skills in project management and governance. Function as a business liaison to ensure effective BCM service delivery and appropriate controls for Business Managers, the Business Control Office, Technology, Operations, and Front Office teams. Coordinate change management activities with technology stakeholders to maintain high service levels for supported lines of business. Support regional BSM change projects and provide technical guidance by developing SME knowledge on BCM systems. Serve as a liaison between the Line of Business and Offshore Hub, coordinating onboarding/offboarding, mediating tech requests, and analysing request feasibility. Oversee regional audit and control processes, including postmortem checks, door access, eCommunication retention, and shared drive audits, in collaboration with Business Management and the Business Control Office. Execute real estate projects, including orchestrating moves and changes and floor planning. Implement strategic technology rollouts in partnership with the regional BCM projects lead, manage cost reporting for market data and tech hardware, and support ongoing offshore strategy while integrating new BCM coverage areas into the Hub.

Required Qualifications, Capabilities, and Skills:

Proven track record managing high performing cross-location teams, motivating and driving team development and effectiveness. Initiative-taker with the ability to work independently and manage multiple tasks in a fast-paced, changing environment. Advanced skills in MS Excel and MS PowerPoint. Strong business analysis skills. Excellent technical knowledge and ability. Exceptional written and verbal communication skills; comfortable interacting with cross-LOB partners. Excellent project management skills. Strong focus on delivery and results oriented. Ability to streamline and improve work processes. Ability to matrix manage employees across various lines of business to accomplish specific projects.