A Fantastic Opportunity for ...
The Deputy Head of Digital Transformation supports the Division Head in driving the bank’s end-to-end digital strategy, ensuring alignment between business objectives, customer experience, operational efficiency, and technology enablement. This role requires deep banking domain expertise, strong IT knowledge, and proven leadership experience (8+ years) to oversee digital channels, product innovation, transformation initiatives, and cross-functional program delivery
1. Digital Transformation Leadership
- Lead and co-manage the bank’s digital transformation roadmap across retail, corporate, and internal channels.
- Drive strategic initiatives such as digital onboarding, core banking integration, data and analytics projects, workflow automation, and digital modernization.
- Evaluate emerging technologies (AI/ML, biometrics, API banking, cloud, fintech partnerships) and recommend adoption aligned with business goals.
- Ensure cohesive planning, prioritization, and execution of all digital projects across divisions.
2. Product, Channels & Customer Experience
- Oversee the development and enhancement of digital channels: Mobile Banking, Internet Banking, Business Banking, Wallet, Agent Banking.
- Lead end-to-end product lifecycle management—from ideation, research, UX/UI, requirements, testing, launch, to continuous improvement.
- Drive customer adoption, retention, and engagement strategies through data-driven insights.
- Work with compliance, operations, risk, and IT teams to ensure digital products meet regulatory, security, and customer-experience standards.
3. Technology & Integration Management
- Collaborate closely with IT, Architecture, Vendor Partners, and Project Teams to ensure high-quality technical delivery.
- Address system gaps, performance issues, and incident escalations with IT and vendors.
4. Program, Governance & PMO Oversight
- Oversee project planning, discovery, requirement gathering, UAT, go-live, and post-production support.
- Establish governance frameworks: KPIs, risk controls, RACI, escalation paths, documentation standards.
- Lead cross-department steering meetings and report progress to senior management and executive committees.
- Ensure adherence to project timelines, budget, vendor contracts, and SLAs.
5. Leadership, Stakeholder & Vendor Management
- Lead and mentor teams across Product Development, Business Development, PMO, Digital Operations, Agent Banking, Internet Banking, and Wallet Operations.
- Build strong relationships with internal stakeholders (IT, Data, Compliance, Operations, Finance, Marketing, Branches).
- Manage vendor relationships, negotiate contracts, review SOW/PSA, and monitor performance.
- Drive a culture of innovation, accountability, and continuous improvement.
6. Digital Operations & Service Management
- Oversee the daily operations of digital channels and ensure high availability, stability, and uptime.
- Lead Digital Operations teams such as: Internet Banking Operations, Wallet Operations, Agent Banking Operations, Digital Support Desk, Monitoring & Incident Response.
- Drive continuous improvement in digital operational processes, SOPs, risk controls, and customer support mechanisms.
- Ensure smooth coordination with IT, Network, Infrastructure, Security, and Call Center teams for incident handling and quick resolution.
- Strengthen end-to-end incident management, root cause analysis (RCA), and post-incident preventive actions.