VP, Business Analyst & Communications Manager

Key Responsibilities

A. Business Engagement & Requirements Analysis

• Engage proactively with business units, department heads, and end users across APAC to understand their working context, pain points, and objectives — including requirements that are implicit, incomplete, or not yet defined.
• Elicit, challenge, analyse, and document business requirements through interviews, workshops, journey mapping, job-shadowing, surveys, and observation; convert ambiguous requests into clear, prioritised, and actionable requirements.
• Produce business analysis artefacts appropriate to EUS delivery — business requirements documents (BRDs), user stories, use cases, process maps, and requirements traceability — ensuring a clear line from business need to service design and delivery.
• Conduct current-state and future-state analysis, gap analysis, and feasibility assessment; quantify expected benefits (time saved, risk reduced, experience improved) to support prioritisation and investment cases.
• Maintain a structured intake and prioritisation view of business demand into EUS, based on business value, risk, regulatory drivers, and scalability, in coordination with the EUS Delivery Planning & Enablement function.

B. Service Design & User Experience Enablement

• Work within the EUS technology teams to translate business requirements into practical, well-designed services across endpoint, collaboration, remote access, trading platforms, productivity, and the wider digital workplace environment.
• Partner with service owners and engineering teams to design and refine service features, workflows, and user journeys that enhance the overall end-user and digital employee experience (DEX).
• Facilitate design workshops and validation sessions; support solution options analysis, service definition, and acceptance criteria, and coordinate user acceptance testing (UAT) and pilots from a business and user-experience perspective.
• Capture and act on user experience data — feedback loops, satisfaction surveys, adoption analytics, and support-trend insights — translating them into concrete service improvements.
• Champion a user-centric, business-value mindset across EUS, ensuring services are designed for adoption and measurable outcomes rather than technology delivery alone.

C. Internal Communications

• Develop and execute a comprehensive EUS internal communications strategy aligned with EUS and CIO priorities.
• Lead communication planning for major IT initiatives (e.g., Modern Workspace, Zscaler/ZPA, Copilot, Teams Phone, M365 enhancements, Windows 11).
• Design and deliver user-centric communication campaigns — including videos, guides, bite-sized learning, and executive-ready decks — that translate complex IT concepts into clear, business-friendly messaging.
• Maintain the EUS communication calendar and tracker for all initiatives and change communications, and support compliance-related communications (e.g., file-sharing policies, security alerts, regulatory-driven changes).
• Ensure communications adhere to approved templates and governance, with sign-off from EUS leadership where required.

D. Digital Workplace Adoption & User Engagement

• Own and manage the Modern Workspace portal content, ensuring it is a trusted, user-friendly, single digital front door for workspace tools, guides, and communications.
• Drive end-user adoption and engagement programmes (e.g., Copilot onboarding kits, FAQs, champion networks, clinics, and learning content), turning technology investment into real productivity gains.
• Apply a structured change and adoption approach (Adopt, Communicate, Empower, Reinforce) to embed sustainable behaviour change rather than one-off rollouts.
• Coordinate training sessions and awareness programmes for new tools and expansions, and support faster onboarding and time-to-productivity for new joiners.

E. Stakeholder Management & Reporting

• Act as a trusted liaison between business units and the EUS team, building strong relationships across APAC and with senior stakeholders.
• Support senior management engagement, including preparation of communication decks, updates, and briefings for CIO/leadership and Head Office audiences.
• Define and track effectiveness metrics (engagement, adoption, satisfaction, requirement-to-delivery cycle time) and use data-driven insights to demonstrate measurable impact and drive continuous improvement.

F. Governance, Compliance & Knowledge Management

• Ensure business engagement, requirements, and communications activities align with the bank's IT governance, risk, and regulatory standards (e.g., MAS TRM, internal SMBC security standards).
• Maintain clear documentation of requirements, service designs, communication assets, and adoption playbooks to support audit readiness and service continuity.
• Contribute to knowledge transfer and reusable templates (requirement templates, prompt libraries, FAQs) that enable scale and consistency across EUS.

Qualifications & Requirements

• Bachelor's degree in Business, Information Technology, Communications, or a related field. Relevant professional certifications (e.g., CBAP/CCBA/IIBA, PMI-PBA, Prosci/change management, or ITIL) are advantageous.
• 8+ years of combined experience across business analysis, business partnering/engagement, and/or internal communications and digital workplace adoption.
• Demonstrated ability to elicit and translate ambiguous or undefined business needs into clear requirements and user-centric service designs.
• Experience in financial institutions or other regulated environments is advantageous.
• Strong exposure to digital workplace and end-user technologies — Microsoft 365, Teams, Copilot, endpoint/device experience, remote access, and collaboration platforms; awareness of trading/market-data platform environments is a plus.
• Proven experience managing enterprise portals, communication campaigns, and user engagement/adoption initiatives.
• Excellent written, verbal, and presentation skills, with the ability to influence senior stakeholders and simplify complex technical content into compelling business narratives.
• Strong analytical mindset — able to interpret user feedback, adoption, and experience data and convert insights into actionable improvements.
• Ability to work in a fast-paced environment with multiple concurrent initiatives; a creative mindset with experience in multimedia communication (video, web, campaigns) is valued.

Key Outcomes & Success Criteria

• Business Alignment: Business requirements — including previously undefined needs — are consistently surfaced, documented, and translated into EUS services that stakeholders recognise as fit-for-purpose.
• Enhanced User Experience: Measurable improvement in end-user and digital employee experience across endpoint, collaboration, remote access, trading, and productivity services.
• Communications Effectiveness: Timely, accurate, on-template communications that drive awareness and reduce change-related disruption.
• Adoption & Engagement: Higher adoption quality and maturity for key tools (e.g., Copilot, Teams, Modern Workspace), evidenced by usage, satisfaction, and reduced repetitive support demand.
• Trusted Partnership: Positive feedback from business and IT stakeholders on EUS engagement, responsiveness, and value delivered.