Toni Ricaforte Censon
Global And Asia Transformation Office Delivery Director – Programme Management Office
Kuala Lumpur
Summary
An internationally mobile leader with a passion for uniting diverse groups of people to accomplish shared objectives. Extensive experience in operations, transformation, business management, change leadership, and risk management.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
Global and Asia Transformation Office Delivery Director – Programme Management Office
DBS Transformation Services
Kuala Lumpur
01.2024 - Current
- Provides over all governance and oversight support to the Global Head of DBS and ASP Transformation Services
- Change Framework and Change Tooling Champion for ASP regional portfolio supporting 18 markets in ASP
- Owns the portfolio health and change execution reporting dashboards for working with all the DBS Functions and Regional Heads of Transformation for MENAT, EU, LATAM, UK and US
- Overall control owner for ASP Regional portfolio change execution risks
- Key Achievement: (1) Development of E2E portfolio management office service offering to ASP international markets; (2) Enhanced portfolio oversight reporting dashboards covering ASP, MENAT and LATAM regions; (3) Establish robust monitoring process focused on benefit realization across DBS functions and market level business cases
Head of Business Management
PayMe From HSBC (WPB)
Hong Kong
09.2022 - 12.2023
- Manages and coordinates the preparation of business annual operating plans and other governance submissions on behalf of the COO and CEO
- Drives the monitoring and reporting of performance against financial targets and OKRs i.e., revenue, contra revenue, direct and indirect cost
- Ownership of the reconciliations process for internal Float account and fulfillment of vendor/3rd party invoices
- Key Achievements: (1) Green Audit - Float and Internal account reconciliations: (2) Contra revenue and marketing strategy analysis – PayMe and McDonalds
Senior Business Transformation Manager
PayMe from HSBC
12.2021 - 12.2023
- Lead Product Increment planning and activities with Delivery and Tech teams to formulate release roadmaps including ‘go to market’ strategy
- Product Owner – Operations (Chargeback and Fraud) and Customer Complaints Management: Virtual Debit Card program (with MasterCard)
- Lead Transformation Manager: a) Virtual debit card collaboration with MasterCard; b) PayMe for Business Lite
- Key Achievements: (1) Feature launch: Flash Voucher Rewards program; (2) Credit Card on Us – cost saving initiatives of $1.52 pm; (3) PM4B Lite – brand new channel for merchants; (4) Virtual debit card: ready for execution
Senior Business Manager – Global Trade and Receivables Finance
HSBC UK
Birmingham
01.2019 - 11.2021
- Functioned as the deputy in the absence of Head of Business Management. Business customer experience lead for MME and BB customer segments
- Chairperson of Operational Governance Forum focused on the management of onshore and offshore service teams’ operational KPIs
- Key Achievements: (1) Launch of Intrepid Exporters; (2) Customer Experience Framework for Moments of Truth (MoT) surveys; (3) Business Triggers Commercialization - Trade
- GTRF Shadow Exco Member 2020: Project Co Lead – Supply Chain Resilience Dashboard
Senior Customer Due Diligence and Remediation Manager
HSBC Bank International, CIIOM
St Helier
11.2016 - 12.2018
- Functioned as the deputy in the absence of RBWM Head of Financial Crime Risk
- Responsible for overall management of the CDD teams in both onshore and offshore locations
- Key Achievements: (1) CDD Digital – Lead Contact Deployment; (2) FCR Operations – Target Operating Model
Senior Business Steering Manager
HSBC Bank International, CIIOM
St Helier
06.2016 - 11.2016
- Functioned as the deputy in the absence of RBWM Head of Business Management
- Provided support in monitoring the lead and lag indicators essential in driving business performance
- Key Achievement: Deployment of revised Incentive Framework to local and HSBC Expat distribution teams
Re Engineering and Production Management Lead
HSBC Bank Middle East
Dubai
09.2015 - 06.2016
- Delivered streamlining projects and initiatives for both onshore and offshore teams supporting HOST, CMB and Global Trade
- Key Achievements: (1) RME program for Relationship Managers: benefit of $3.2m from direct and indirect cost; (2) Centralization of Court Orders and Police Requests: benefit of $150k p.a
Country Lead, Production Management and Operational Governance
HSBC Bank Middle East
Dubai
06.2014 - 09.2015
- Supported the Head of Service Delivery, working closely with the 7 Business Service Heads on matters relating to governance, risk management, cost and BAU operations
- Key Achievements: (1) $319k annualized benefit from regional streamlining initiatives; (2) Deployment of Training Matrix to UAE, Egypt, and Oman Service Delivery teams; (3) $300k annualized benefit from review of SD billing process
Operations and Contact Center Senior Management
Global Service Center, Philippines HSBC
Quezon City
06.2004 - 04.2014
- Site Lead responsible for overall operations, governance, resourcing, budget, and risk management of c55 FTEs supporting HBUS, HBAP, EMEA and HBEU
- Led and drove the location strategy for Global FX Operations offshore sites: Manila and Cyberjaya GSCs
- Key Achievements: (1) EMEA Center for Excellence for Operations processing; (2) 100 Club 2013 Finalist for Sustainability Excellence: HSBC Water Program
Education
Bachelor of Science - Biology
University of The Philippines
Manila, Philippines 06.1997 - 04.2001
Skills
People Management
Transformation
Digital - Retail Banking
Operations Management
Risk Management
Business Process Outsourcing
Externalqualifications
- Platform Strategy: Build, Grow, Monetize and Lead Digital Platforms, Wharton Business School, 08/01/23
- Certification in International Trade Finance: LIBF Level 3, 08/01/20
- Oxford Fintech Programme, 11/01/22
- Certificate in Combating and Managing Financial Crime CISI Level 3, 11/01/18
- Leading SAFe, Scaled Agile, 07/01/22
- Agile Project Management Certification, 03/01/18
- Transforming your Business with AI, INSEAD, 06/01/21
- Certificate in KYC and CDD, ICA, 03/01/17
- Scrum, Scaled Agile, 05/01/21
- Prince Foundation, 01/01/16
Timeline
Global and Asia Transformation Office Delivery Director – Programme Management Office
DBS Transformation Services
01.2024 - Current
Head of Business Management
PayMe From HSBC (WPB)
09.2022 - 12.2023
Senior Business Transformation Manager
PayMe from HSBC
12.2021 - 12.2023
Senior Business Manager – Global Trade and Receivables Finance
HSBC UK
01.2019 - 11.2021
Senior Customer Due Diligence and Remediation Manager
HSBC Bank International, CIIOM
11.2016 - 12.2018
Senior Business Steering Manager
HSBC Bank International, CIIOM
06.2016 - 11.2016
Re Engineering and Production Management Lead
HSBC Bank Middle East
09.2015 - 06.2016
Country Lead, Production Management and Operational Governance
HSBC Bank Middle East
06.2014 - 09.2015
Operations and Contact Center Senior Management
Global Service Center, Philippines HSBC
06.2004 - 04.2014
Bachelor of Science - Biology
University of The Philippines
06.1997 - 04.2001
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