Capco, a Wipro company, is a global technology and management consultancy specializing in driving digital transformation in the financial services industry. With a growing client portfolio comprising of over 100 global organizations, Capco operates at the intersection of business and technology by combining innovative thinking with unrivalled industry knowledge to deliver end-to-end data-driven solutions and fast-track digital initiatives for banking and payments, capital markets, wealth and asset management, insurance, and the energy sector. Capco’s cutting-edge ingenuity is brought to life through its Innovation Labs and award-winning be Yourself At Work culture and diverse talent.

  • We are experts in Banking, Capital Markets, Wealth and Asset Management
  • We are rapidly expanding our Insurance sector capability
  • We specialise in Digital Transformation, Data Management & Data Analytics, Business & Finance Transformation engagements, and IT transformation and Change programmes
  • We are committed to growing our business and hiring the best talent in the market
  • Our focus is on maintaining our agile and entrepreneurial culture


You will be part of a Capco team working with clients in the Process Excellence space. You will be responsible for program managing Operational Process Improvement Projects setting up and/or refining existing project frameworks, methodologies and templates. You will define the governance process that will drive delivery quality and consistency across Process Improvement Program streams. You will be the link between delivery and governance to manage risks, issues and dependencies proactively. You will support the presentation of the Program’s progress to senior stakeholders. Fitting that description, you will also need to be supremely motivated and able to work in a team where clients become colleagues too.

Role Overview

To aid our aggressive growth plans in Malaysia, Capco is looking for strong and dynamic individual with experience of deliverables/ responsibilities include:

  • Working as a Squad Lead/Senior Process Expert provides a unique opportunity to redesign the bank from a “risk centric, client aware bank” to a “client centric, risk aware bank”.
  • Being a squad lead provides an opportunity to initiate and structure new pieces of work that support the COOs in reaching their Corporate Plan 2024 targets and involves helping build / validate business casesdefine scope with senior stakeholders, build a roadmap and detailed delivery plan, set targets and manage a squad to ensure delivery against the targets.
  • The Operational Excellence team is a global team sitting in Group Transformation and covering all lines of business and functions. The team members are across Singapore, Malaysia, India, Hong Kong, China, Dubai, Poland & UK.
  • The role provides an opportunity to work directly with the global head of Operational Excellence and exposure to the Group Chief Transformation Officer, COOs and other senior business / function leaders providing exceptional career growth opportunities.
  • The bank wants to be an industry leader in Process Excellence. As a result, there is a multi-year roadmap being delivered including key support to the team in the form of methodology and playbook, training, coaching, tooling etc providing excellent learning and development opportunities.



  • Contribute to the formulation of Operation Excellence strategy.
  • Establish a portfolio of initiatives to achieve target outcomes including driving broad bank-wide cultural transformation.
  • Drive growth and branding of Operational Excellence in the bank and help embed bank-wide culture of sustainable continuous improvement.


  • Support operational efficiency, process optimization, and client journey initiatives.
  • Establish and maintain a highly engaged working relationship with global and local business and functional lines.
  • Support the establishment of ownership of initiatives and outcomes among business leaders.
  • Support developing process culture and mindset across the bank.


  • Identify process priorities and design, prepare, and execute process improvement programs across the company (geographies, business lines, and functions).
  • Design and support transformation initiatives ensuring compliance with process / customer journey frameworks and ways of working.
  • Own and execute Operational Excellence processes.
  • Shape, structure and mobilise initiatives, including, but not limited to business case creation / validation, agreement of scope, building roadmap and detailed delivery plan, defining benefit targets
  • Lead a squad focused on delivering against the benefit targets committed for the Operational Excellence portfolio and aligned with the enterprise simplification strategy.
  • Drive an outcome oriented mindset within the squad to ensure delivery of outcomes
  • Ensure the squad’s adherence to established governance processes and report the progress of the squad back to the program stakeholders.
  • Drive collaboration between Capco and different teams on the client side including but not limited to Operations, Technology and Business

Risk Management

  • Ensure that Operational Excellence proposed changes / reengineering do not compromise existing risks and controls and where required strengthen them.
  • Ensure simplifies redundant, duplicate, and unnecessary controls without value-added to effective risk management.
  • Ensure process and risk control owners agree with proposed operational process changes.


  • Oversee delivery of Operational Excellence portfolio.
  • Support the writing of extensions by defining outcomes for fees at risk construct
  • Have awareness and solid understanding of the regulatory framework.

People and Talent

  • Champion and act as a role model of the Group’s values and Work in collaboration with HR, Risk, and Control Partners.
  • Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement.
  • Ensure assigned Operational Excellence capacity is reviewed to enable delivery of outcomes.
  • Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles, and that they have effective supervision in place to mitigate any risk.
  • Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards.
  • Create a motivational and challenging environment for staff which is conducive to creativity and performance with customer centricity in mind.
  • Provide feedback on transformation leaders to their people leaders, as part of performance reviews.

Regulatory and Business Conduct

  • Display exemplary conduct and live by the Group’s Values and Code of Conduct.
  • Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
  • Lead the team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance.


We are looking for exceptional talent with the following:

  • 10+ years of project / program management experience.
  • Experience leading process improvement projects in the Financial Services industry. Preferably with consulting background
  • Relevant experience in the banking domain (across Cash, Trade Finance, Consumer, Private and Business Banking, Financial Markets, Funds & Securities Services)
  • Understands the operational environment, processes, and controls needed to execute.
  • A results-driven professional. Proven track record of achieving bottom-line results from process improvements. Takes ownership to deliver, with a high level of flexibility and a preparedness to ‘roll up his/her sleeves’ to get the job done. Proven success in holding individuals accountable for progress against agreed deliverables.
  • Ability to perform the role of ‘Change / Transformation Leader’.
  • Outstanding relationship building and ability to engage stakeholders at different levels of seniority and create followership. Ability to formulate joint ‘win-win’ agendas and follow them through to execution.
  • Strong influencing and communication skills – oral and written. Proven success in communicating process terminology in a simple way.
  • Proven ability to prioritise issues within a large, rapidly changing environment and manage a wide variety / high volume of tasks while maintaining quality delivery.
  • A proven ability to work independently, solve problems and make balanced judgments / decisions. Demonstrates ability to work with limited direction and multi-task without loss of quality. Able to manage a team ensuring quality of output from others.
  • A team player – multi-culturally aware with a proven ability to work in a global service delivery model, with onshore and offshore resources.
  • Confident and courageous to raise / escalate issues in a pro-active, professional, and timely manner.
  • Handles sensitive matters with discretion and confidentiality.
  • Demonstrates understanding of and commitment to the Group’s core values



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