Programme Manager, Future Skills Framework

Asian Institute of Chartered Bankers (AICB); Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

Asian Institute of Chartered Bankers (AICB) is seeking a seasoned professional to lead FSF Xcel product ownership and service delivery in Malaysia. The role focuses on ensuring reliable platform performance, driving customer value, and overseeing onboarding for subscriber institutions.

You will drive continuous improvement, governance and reporting while collaborating with learning leaders, HR teams and external partners to sustain growth and impact.

Qualifications

• Bachelor's degree in a relevant field and project management certification are desirable.
• Experience in customer relationship management and stakeholder engagement is preferred.
• Experience in governance, reporting and operations management is expected.

Responsibilities

• Lead day-to-day management, administration and enhancement of FSF Xcel.
• Ensure system functionality and service quality meet stakeholder requirements.
• Identify product improvements and implement approved enhancements.
• Monitor performance indicators and optimise user experience.
• Maximise customer adoption, utilisation and satisfaction through engagement.
• Develop relationships with subscribers and oversee onboarding for new institutions.
• Support acquisition, renewal and retention strategies for commercial growth.
• Provide regular analytics and reporting to support decision-making.
• Ensure governance, budgeting, contracts and supplier management are effective.
• Coordinate with learning leaders, HR leaders and transformation teams.

Education

Bachelor's Degree in Business Administration, Finance, HR, Info. Systems or related field

Project management certification (PMP, PRINCE2, Agile or equivalent)

Job description

1. FSF Xcel Product Ownership and Service Delivery

To ensure FSF Xcel delivers a reliable, relevant and high-quality experience that supports workforce assessment and benchmarking objectives.

Lead the day-to-day management, administration and continuous enhancement of FSF Xcel.

Ensure system functionality, service quality and operational effectiveness meet stakeholder requirements and performance expectations.

Identify product improvement opportunities and implementation of approved enhancements.

Monitor service performance indicators and ensure continuous optimisation of user experience.

2. Customer Success and Subscriber Engagement

To maximise customer adoption, utilisation and satisfaction through proactive engagement and delivery of measurable value.

Develop and maintain strong relationships with subscribers to maximise platform utilisation and customer value.

Lead onboarding, implementation and adoption activities for new subscriber organisations.

Conduct periodic reviews with participating institutions to assess outcomes, challenges and improvement opportunities.

Ensure subscriber issues and feedback are effectively managed and resolved in a timely manner.

3. Commercial Growth and Retention

To grow the subscriber base, improve retention rates and contribute to the commercial sustainability of FSF Xcel.

Support subscriber acquisition, renewal and retention strategies.

Identify opportunities to increase service adoption and customer maturity levels.

Contribute to revenue growth objectives through effective relationship management and value demonstration.

Monitor subscriber adoption and utilisation trends, identify risks to renewal and growth, and implement interventions to improve customer retention, satisfaction and performance.

4. Benchmarking, Analytics and Reporting

To provide accurate workforce insights and benchmarking data that support informed talent and capability development decisions.

Produce regular performance reports, benchmark analyses and management dashboards.

Transform workforce assessment data into meaningful insights that guide capability development decisions.

Support strategic discussions through data-driven recommendations and industry comparisons.

Maintain accuracy, integrity and relevance of programme reporting outputs.

5. Programme Governance and Administration

To ensure effective programme governance, operational discipline and delivery excellence across all FSF Xcel activities.

Manage programme governance, operating rhythms, reporting cycles and review activities.

Ensure accurate tracking of budgets, suppliers, contracts, actions and deliverables.

Support programme governance working groups through effective coordination and reporting.

Maintain compliance with organisational policies and operational requirements.

6. Stakeholder Management and Collaboration

To build trusted stakeholder relationships that support programme adoption, continuous improvement and successful delivery outcomes.

Build strong working relationships with learning leaders, HR leaders and transformation teams.

Coordinate with vendor and industry partners to ensure programme objectives are achieved.

Facilitate discussions, workshops and presentations for stakeholder engagement and adoption.

Act as a trusted advisor on platform utilisation and workforce capability assessment matters.

7. Continuous Improvement and Product Development

To maintain the relevance, competitiveness and effectiveness of FSF Xcel through ongoing enhancement and innovation.

Gather customer feedback, industry insights and market intelligence to identify improvement opportunities for FSF Xcel.

Evaluate emerging assessment, benchmarking and workforce analytics practices to maintain product relevance and competitiveness.

Collaborate with internal teams and vendors to implement enhancements that improve user experience, platform value and service outcomes.

Ensure product improvements contribute to increased adoption, customer satisfaction and long-term sustainability.

COMPETENCIES/SKILLS:

Functional

Programme and project management

Product and platform management

Customer success management

Business development and account management

Data analytics and reporting

Budget and vendor management

Problem-solving and analytical thinking

Planning, organisation and process improvement

Behavioural

Customer-centric mindset

Communication and presentation skills

Collaboration and teamwork

EXPERIENCES:

Minimum 7-10 years of relevant work experience.

Experience managing digital platforms, learning technologies or talent assessment solutions.

Proven experience in customer relationship management and stakeholder engagement.

Experience in programme governance, reporting and operations management.

Experience managing vendors, budgets and service delivery performance.

Experience in financial services, education, HR tech or professional development is preferred.

QUALIFICATIONS:

Bachelor's Degree in Business Administration, Finance, HR, Info. Systems or related field.

Project management certification (PMP, PRINCE2, Agile or equivalent) is an added advantage.

The Asian Institute of Chartered Bankers (AICB) or formerly known as Institut Bank-Bank Malaysia (IBBM) has the professional body for the banking and financial services industry has embarked on a journey of transformation that aims to re‑align our value proposition and services to meet industry demands and to ensure our role in providing world class education and learning delivery and services. In our pursuit to be the leading institute central to these goals, we invite talented individuals to join us as we innovate and introduce changes that will reshape the banking education landscape through partnerships and collaborations with key partners/stakeholders. You will be given the opportunity to exercise your leadership, create a difference and play a pivotal role in helping to shape the Institute's strategic agenda. You will need to be hungry for success, achievement-driven, focused and communicate well - both written and spoken. The position offer excellent career opportunities and rewards.

The Asian Institute of Chartered Bankers (AICB) or formerly known as Institut Bank-Bank Malaysia (IBBM) has the professional body for the banking and financial services industry has embarked on a journey of transformation that aims to re‑align our value proposition and services to meet industry demands and to ensure our role in providing world class education and learning delivery and services. In our pursuit to be the leading institute central to these goals, we invite talented individuals to join us as we innovate and introduce changes that will reshape the banking education landscape through partnerships and collaborations with key partners/stakeholders. You will be given the opportunity to exercise your leadership, create a difference and play a pivotal role in helping to shape the Institute's strategic agenda. You will need to be hungry for success, achievement-driven, focused and communicate well - both written and spoken. The position offer excellent career opportunities and rewards.

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