Gen AI - Program Manager

Job purpose

The role is focused on spotting high-impact strategic improvement initiatives that are reviewed closely by CXO leadership. You will help plan and execute these initiatives, along with other senior leadership projects, across the Financial Services Group to improve business performance in meaningful ways.

A key part of the job is to identify process improvement opportunities that can raise quality, process excellence, and customer satisfaction to benchmark levels. This will be done through a structured rollout approach using Lean, Six Sigma, DMAIC, Black Belt methods, and cross-functional teams.

You will also be responsible for building a single dashboard for the CEO and providing periodic updates on strategic projects.

Job context and major challenges

This position requires strong influence across the leadership structure of the line of business, with the expectation that you will be seen as a trusted specialist for strategic projects, process excellence, and Six Sigma work.

The role involves bringing cross-functional teams, project partners, and other stakeholders together around a common goal and ensuring that improvement projects stay a priority for them. It also requires translating business cases into clear business objectives and setting up a leadership committee to review projects on a regular basis.

Another major challenge is overcoming internal resistance to change and driving acceptance and execution of the improvements identified. You will need to keep stakeholders continuously engaged while balancing business priorities with project delivery. The role also calls for close coordination with project teams to ensure interventions are delivered on time, expected benefits are demonstrated, and commitment to change is maintained across business lines.

Key result areas

KRA 1: Identify strategic and business performance improvement opportunities across sales, channel management, operations, customer service, and other support functions. The aim is to improve revenue growth, cost efficiency, and customer experience.

Supporting actions: Set up a steering committee to review strategic improvement projects and work with CXOs and function heads to identify key strategic and improvement initiatives.

KRA 2: Lead strategic and transformation initiatives that strengthen business performance and stay aligned to business strategy.

Supporting actions: Partner with the business team to implement projects, deliver measurable outcomes, and train team members on relevant concepts and methods with help from internal and external experts.

KRA 3: Manage Lean and Six Sigma deployment to support transformation across business verticals.

Supporting actions: Run leadership training sessions across functions, identify projects based on the training and strategic goals, track completion within defined timelines, and design recognition and reward mechanisms.

KRA 4: Strengthen capability and execution of improvement projects.

Supporting actions: Spot high-impact projects, train teams on Six Sigma Black Belt, DMAIC, Lean, and advanced Lean tools, guide teams through execution, and review project completion.

KRA 5: Create and maintain the CEO’s one-dashboard view, build a strong project management process across all business lines, validate the dashboard, support the project management portal, review success stories and benefit validation, and encourage participation in external awards and competitions.

Additional information

This role also includes responsibility for project governance, leadership committee engagement, benefit tracking, and change adoption across business units. The expectation is to drive both tangible and intangible outcomes while building a repeatable structure for execution and reporting.