Overall, this role is instrumental in driving the digital transformation agenda, enhancing customer engagement, and enabling business growth through the effective utilization of digital platforms and technologies. The incumbent will collaborate closely with cross-functional teams to drive innovation, optimize processes, and deliver value to both internal and external stakeholders.

The role demands a visionary leader who can inspire innovation, champion customer-centricity, and drive the digital agenda forward, contributing significantly to the bank’s digital transformation journey and long-term success.

Essential Duties & Responsibilities by Dimensions::

• Shareholder & Financial:
• Develop and manage the execution of the strategic plan for the Retail Digital Platforms to drive innovation, enhancing the overall user experiences, and ensuring alignment with broader business goals.
• Develop and implement self-service strategies in conjunction with the EVP, Group Digital Business to achieve the required targets in customers, transactions, and revenue.
• Drive the digital transformation agenda to enhance the customer engagement, and enabling business growth through the effective utilization of digital platforms and technologies
• Establish revenue, cost budgets, and ensure the budgets are adhered to, and continuously monitor Digital Business performance.
• Achieve Key Performance Indicators (KPIs) for the Digital Platforms and the overall performance of Digital Business
• Provide input to EVP, Group Retail Digital Business on the strategies that encompass Digital Platforms, ATM Business Management, Alternative Digital Channels, and CRM and implement all approved strategies.
• Implements KPI’s and best practices for Senior Vice President, Digital Platforms
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
• Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.
• Demonstrate clear understanding of the important factors behind the bank’s financial & non-financial performance.

Customer (Internal & External):

• Drive the digital transformation agenda, enhancing customer engagement, and enabling business growth through the effective utilization of digital platforms and technologies.
• Collaborate with cross-functional teams to drive innovation, optimize processes, and deliver value to both internal and external stakeholders
• Analyze customer and market needs to gauge customer preferences and ensure that the assigned Digital Business products are designed and implemented with the customer in mind.
• Serve as a mentor and coach to the overall team, fostering a culture of continuous learning and professional growth
• Undertake various process transformation initiatives in order to enhance operating processes with the objective of improving efficiency, customer service and cost of delivery through digitization.
• Understand and act upon the researches on latest trends and advancements in the digital touchpoints services and integrate required enhancements into business plans
• Analyze customer behavior and trends to formulate retention strategies to minimize attrition and grow the customer base
• To assist customers in all their queries on Bank’s product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
• Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
• Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

Internal (Processes, Products, Regulatory):

• Continuously review and refine processes linked to the Digital Platforms products & services to achieve end-to-end integrated Digital Business delivery.
• Drive migration of transaction volumes from branches to the assigned Digital Business products & services to achieve transaction migration targets, which will also facilitate conduct of branch operations through progressive reduction in their processing workloads.
• Compile and present MIS pertaining to usage of the assigned Digital Business products and the resulting revenue earned/ costs incurred on periodic basis for the Group Head Retail Digital Business.
• Facilitate training of all front end staff, such as branches, the customer care center, and sales channels about the features/characteristics and benefits of the products developed to promote internal awareness.
• Hold meetings with subordinates/ officers on periodic basis to assess their performance, discuss, and resolve their concerns / issues, if any.
• Continuous Improvement:
• Set examples by leading improvement initiatives through cross-functional teams ensuring successes.
• Identify and encourage people to adopt practices better than the industry standard.
• Continuously encourage and recognise the importance of thinking out-of-the-box within the team.
• Encourage, solicit and reward innovative ideas even in day-to-day issues. .
• Learning & Knowledge:
• Possess a superior knowledge of the assigned Digital Platforms & services and the related risks together with a good knowledge of digital operations and control.
• Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.

Education/Experience Requirements:

• Bachelor/Master degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
• At least 15 years of relevant experience, preferably within a highly rated international bank.