Accountabilities & Key Roles :
Digital Transformation & Strategy
• Lead and execute digital transformation initiatives aligned with the bank’s retail strategy.
• Translate business goals into digital roadmaps with measurable KPIs and value outcomes.
• Identify opportunities for digitization, automation, and innovation in customer journeys.
Business Process Reengineering
• Analyze and redesign core retail banking processes to enhance efficiency, reduce cost, and improve customer experience.
• Conduct gap analyses and lead workshops with cross-functional teams to capture as-is and to-be processes.
• Champion lean practices and process simplification across the retail division.
Digital Onboarding
• Lead the design and implementation of fully digital onboarding experiences for new retail customers.
• Ensure compliance with KYC/AML regulations while maintaining a frictionless user experience.
• Work closely with legal, compliance, and technology teams to streamline and automate verification processes.
Digital Products Management
• Oversee the development and lifecycle management of digital retail banking products, including digital accounts.
• Collaborate with business units to identify customer needs and translate them into digital product features and enhancements.
• Track performance metrics and customer feedback to continuously improve product offerings.
CRM & Customer Engagement
• Oversee implementation and optimization of CRM systems to improve lead generation, customer onboarding, and lifecycle management.
• Partner with analytics teams to leverage CRM data for personalized engagement and cross-selling.
Agile Project Management & Product Ownership
• Act as Product Owner in Agile squads, prioritizing backlogs, defining epics/user stories, and ensuring timely delivery.
• Facilitate agile ceremonies and drive iterative development with continuous feedback loops.
• Manage vendor and stakeholder relationships for project execution.
Business Analysis & Requirements Elicitation
• Conduct detailed business analysis to understand pain points, opportunities, and operational impacts across retail channels.
• Gather, document, and validate business and functional requirements in collaboration with stakeholders.
• Translate requirements into actionable user stories, use cases, process flows, and specifications for development teams.
Change Management
• Lead change initiatives by preparing and supporting retail teams for process, system, and behavioral changes.
• Develop communication plans, training materials, and support structures to ensure adoption and sustainability.
• Monitor change readiness and resistance, adjusting approaches as needed.
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Qualifications & Experience:
• Bachelor’s degree in Business Administration, Industrial Engineering, Information Systems, or a related field; MBA or relevant certification (e.g., PMP, Agile, Lean Six Sigma) is a plus.
• 7–10 years of experience in retail banking or digital transformation roles.
• Demonstrated experience in leading end-to-end digital projects, including digital onboarding, digital product development, mobile apps, and CRM tools.
• Strong knowledge of core retail banking products, services, and customer journeys.
• Proven success in business process redesign and agile methodologies.
• Excellent communication, stakeholder management, and leadership skills.
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Preferred Skills:
• Hands-on experience with tools such as Jira, Confluence, Salesforce, or Microsoft Dynamics.
• Understanding of digital KYC, e-signature solutions, API integrations, and customer identity management.
• Strategic mindset with a practical ability to exe
