VP, Business Analyst & Communications Manager Greater Singapore Area

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.