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Associate Director \- Business Transformation
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.
+ 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
+ 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.
+ 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.
+ 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.
Apply now