Associate Director - Business Transformation

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** - 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** - 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** - 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** - 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