Role Summary
Lead the regional transformation and modernization of the Consumer Banking branch operating model across the Bank’s markets, driving operational efficiency, digital migration, automation, and enhanced customer experience. Design and implement future-ready branch models, simplified processes, innovative technologies, and digitally enabled customer journeys to optimize branch productivity, reduce cost to serve, and reposition the network toward advisory-led, value-added banking services, in line with international best practices and evolving market trends.
Accountabilities & Key Roles :
- Branch Operating Model Transformation: Design and drive the implementation of a future-ready branch operating model, including branch formats, service delivery models, roles, workflows, and operating standards across regional markets.
- Process Reengineering & Automation: Lead end-to-end branch process simplification, standardization, and automation, eliminating manual activities, operational inefficiencies, and unnecessary customer interactions.
- Digital Migration & Channel Deflection: Drive the migration of branch transactions and servicing activities to digital, self-service, and alternative channels, optimizing channel utilization and reducing dependency on physical branches.
- Branch Technology & Innovation: Identify and drive adoption of emerging technologies, including AI-enabled solutions, intelligent automation, assisted digital servicing, and smart branch capabilities to enhance operational effectiveness and customer experience.
- Network Productivity & Cost Optimization: Redesign branch workflows, capacity models, and resource utilization to improve staff productivity, reduce cost to serve, and enable greater focus on advisory, sales, and relationship-building activities.
- Customer Journey & Experience Transformation: Redesign branch customer journeys to deliver seamless Omni channel experiences, simplified servicing, shorter turnaround times, and enhanced customer satisfaction.
- Regional Transformation Governance & Execution: Establish transformation roadmaps, operating standards, performance measures, and implementation frameworks, partnering with country teams, Distribution, Operations, Digital, Technology, Compliance and Risk to ensure effective execution and sustainable adoption.
Job Requirements:
Education:
- Bachelor’s degree in Business Administration, Information system, Banking, or related field.
- Professional certifications in Digital Transformation, process improvement, project management are an advantage.
Experience:
- Minimum 7 years of experience in banking operations, digital transformation, or network management.
- Proven track record in designing and implementing branch operating models, process re-engineering, automation and operational efficiency.
- Experience in process optimization and customer journey design.
Competencies:
- Fluency in written and verbal English communication.
- Strong Interpersonal and presentation skills.
- Strong understanding of banking operations and digital banking trends.
- Project management and change management skills.
- Analytical and problem-solving abilities.
- Excellent stakeholder management skills.
- Customer-focused mindset with a drive for innovation.
- Leadership, training, and team development skills.
- Strategic and results-oriented approach.
- High adaptability to change and technology.
