T&T Manager - Operations, Industry & Domain Solutions (Financial Services) - TH / MY

• Front office / sales and service transformation
• Omni-channel customer journey and experience design
• Operating model transformation
• Digital enablement and platform implementation
• Customer Acquisition and Engagement initiatives

• Identifying client’s business requirements / overall strategy and vision, and any opportunities for efficiencies in existing process / service design
• Undertaking extensive desktop and on-the-ground research on various aspects relevant to our current and potential clients viz. market sizing, competitive benchmarking across channels, products, customer experience, digital capabilities, customer servicing, etc.
• Developing draft pitch proposals including storyboarding, data analysis, opportunity sizing, proposed team composition, project costing and fee estimates
• Using tech, human-centered design thinking and innovative approaches to solve business needs.
• Participating in team problem solving efforts and offer ideas to solve client issues.
• Facilitating client workshops to complete current state assessment and providing basis for future state design and rollout planning.
• Conducting relevant research, data analysis, and create reports.
• Maintaining responsibility for quality, completion, and accuracy of work products.
• Assessing restructuring operating models, organizational structures, and business processes to streamline core operations’ service delivery.
• Assisting in proposal development, as requested.
• Actively expanding consulting skills and professional development through training courses, mentoring, and daily interaction with Deloitte colleagues and clients.

• Develop customer acquisition plans and campaigns that encompass competitive assessment, testing strategy, creative positioning, integration into partner digital channels, and leveraging emerging media options (Programmatic Display, PPC, Video, Social, etc.) to deliver against business goals & agreed KPI/Outcomes
• Partner closely with client stakeholders (Marketing, Analytics, Research, Products, Technology etc.) to build effective marketing plans; launch key initiatives and track key performance indicators.
• Design and Oversee Transformation Initiatives across multiple enabling pillars in their Operating Model (Customer Experience, Organization Structure, Marketing Processes, Products, Proposition, Data, Analytics, Reporting/Insights and Marketing Technology) which impact the client’s Go-to-Market capabilities.
• Design digital media initiatives for clients covering owned, paid and social media including Email, Display, PPC, Affiliates, etc.
• Support implementation of Campaigns to maximize segment/channel opportunities and track their performance.
• Enable clients to establish a robust marketing governance framework
• Work closely with client’s business units to promote cross channel pollination, optimize existing customer experience, and identify profit opportunities.

• Lead from the front, acting as an exemplary role model of integrity for leaders at all levels; promote a strong sense of loyalty and followership as well as to energise others to perform at the highest level
• Build a high-performance culture by cultivating individual and team strengths; drive outstanding service, quality and stakeholder value, often through a mix of large cross-business and/or cross-border teams.
• Anticipate market and competitor trends to develop and deliver bold and innovative solutions that differentiates Deloitte from others.
• Build and maintain trust-based relationships with senior stakeholders and influencers, using highly developed influencing skills to drive positive impact in complex situations.
• Set and communicate strategic direction, excite people around the vision and align diverse, cross-business as well as cross-border teams to achieve success.
• Manage the development of a strong pipeline of diverse talent for current/ future success; own and drive a talent experience that differentiates Deloitte from others.
• Actively manages the business to deliver maximum value to Deloitte and to external stakeholders.
• Anticipate market and competitor trends to develop and deliver bold and innovative solutions that differentiates Deloitte.

• Tertiary qualification in a business, marketing or technology discipline.
• Currently enrolled in an MBA program or have obtained the qualification with a well ranked institution.
• Minimum 8-10 years of working experience in the Consulting Industry and/or Financial Services Industry (Banking), ideally in products, retail marketing or digital acquisition roles.
• Good knowledge of retail banking products and segments (wealth, loans, cards, SME, Affluent etc). Prior experience/exposure to insurance products will be an advantage.
• Knowledge of Southeast Asia market, the core trends and drivers, with proficiency in articulating regulatory, economic, technological, and business impacts on key institutions.
• Types of role led:
  • Digital Transformation in a bank i.e. sales and service transformation including customer journeys, service blueprints and process redesign
  • Strategy Consulting to define Target Operating Models and/or transformation to enable key drivers of change in banking (customer centricity, digitalization, growth, efficiency, regulatory change, sustainability)
  • Retail Bank Marketing or Digital Acquisition roles
• Experience in designing and executing integrated marketing campaigns, and optimizing campaign performance
• Human-centered design thinking, logical structuring, and analytical problem-solving skills
• Strong analytical skills, with the ability to interpret data and insights to inform strategy and decision-making.
• Creative thinker with a results-oriented mindset and a passion for driving innovation and delivering exceptional business results.
• Proficient in Excel and PowerPoint usage to present recommendations to client.
• Exceptional interpersonal, team building, and communication skills, with demonstrated ability to write clearly, succinctly, and in a manner that appeals to a wide audience.
• Ability to build consensus and foster change in ambiguous settings.
• Drive, tenacity, client focused and results oriented.
• An appreciation of the consulting lifestyle and ability to travel (both locally and abroad) is a pre-requisite.