Senior Specialist, Digital Transformation -BB Customer Service & Quality

- Identifying outdated or inefficient processes and improves them. This helps the organization save time, reduce costs and boost productivity

- Initiate and track developments, measure success and identify areas for further improvement.

- Ensure the transformation delivers long-term value and keeps the business evolving

- To Monitor the Transformation roadmaps aligned with business goals and ensure timely execution. This includes setting milestones, and managing risks throughout the journey

- Detecting and identifying the problematic areas. Analyze and optimize the bank’s processes to reduce TAT, improved workflow and increase efficiency.

- Analyze the gaps and Prepare the Business requirement process notes where in automation is required or can be recommended to reduce workload, increase efficiency by service automation solutions.

- Continuously assessing and adopting new technologies to enhance the bank’s operations and streamline customer service functions.

- Taking up the responsibility of overseeing the transition from traditional processes to digital systems. This includes integrating new technologies such as Automation, enhancements and AI to improve performance and data utilization

- Performing UATs, sanity checks where in required for Digital Transformations

- Regularly interact with Executives, Managers and team members to align goals, gather input, and ensure everyone understands the vision and progress of transformation efforts

- Optimize and enhance both digital and physical service channels (e.g., online / mobile banking etc) to ensure consistent, fast, and reliable customer interactions.

- To host monthly stakeholder meetings to present progress updates, address concerns, and gather suggestions for improvement

- Collaborate with transformation teams/digital squads to explore process automation, simplification and service improvement opportunities along with various stakeholders and support digital transformation initiatives of Business Banking unit.

- Raise User Request Forms (URF) to facilitate process change development.

- Provide postproduction support to the frontend teams / users.

- Review and design Risk and Control framework of Service team to ensure effective controls are in place.

- Design Q&As related to new complex processes and support with required departmental Training programs.