Job Description
Role & Responsibilities
Role: The Digital Transformation Director will lead the strategy, design, and execution of large-scale digital transformation initiatives across the multiple bank’s back-office operations and contact center functions. This role is responsible for reimagining customer journeys, modernizing legacy processes, driving automation, and implementing next-generation digital technologies (AI, RPA, analytics, cloud platforms, omnichannel engagement tools) to deliver efficiency, scalability, and superior customer experience.
The ideal candidate will be a visionary leader with deep expertise in banking operations and customer contact environments, combined with strong change management and stakeholder engagement skills.
Responsibilities:
Strategy & Leadership
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- Define and drive the digital transformation roadmap for back-office and contact center operations, aligned with the bank’s business strategy.
- Lead a cross-functional team to implement automation, AI, data analytics, and digital platforms to optimize workflows and customer interactions.
- Serve as a change agent, championing a digital-first culture across operations
Operational Transformation
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- Stay ahead of industry trends and emerging technologies to continuously modernize operations
- Enable data-driven decision-making by embedding analytics and reporting dashboards into day-to-day operations.
- Re-engineer banking back-office processes (Customer Onboarding, Cards servicing, payments, reconciliations, loan servicing, compliance checks, etc.) to reduce cycle times, errors, and manual effort. Transform the contact center into an omnichannel, AI-enabled engagement hub—integrating voice, chat, email, and self-service platforms.
- Deploy RPA, Intelligent Document Processing, and Conversational AI, next-gen platforms for workflow orchestration, CRM, knowledge management, and workforce optimization as applicable.
Governance & Compliance
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- Ensure transformation initiatives adhere to banking regulations, risk management, data privacy, and compliance standards.
- Establish KPIs to track digital adoption, efficiency gains, cost reduction, and customer experience improvements.
Stakeholder Management
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- Collaborate with senior leadership, business heads, and technology partners to align transformation programs with business goals.
- Communicate progress and outcomes to executives, regulators, and board committees.
Coaching and Mentoring
- Deploy framework to improve Process performance on the shop floor.
- Lead VSM and Problem-Solving Workouts with the various businesses
- Monitor & audit the deployed processes for effectiveness & efficiency
- Mentor and Coach on Lean Six Sigma
- Provide innovative leadership in driving quality performance
Key Performance Indicators
- Value delivered through transformation projects in Banking and Mortgage Domain
- Program Management and Process Improvement
- Facilitating change
- Supporting training delivery as required
- Bringing Best In class Digital Transformation story