VP Digital Process, Digital Bank

• Digital Bank service experience design – To assist in design, development and implementation of the processes across digital bank implementation in the country
 Conduct customer and staff immersions
- Synthesize staff and customer insights
- Map as is journeys for all services in scope
 Design to be processes
- Design to be journey for each of the processes in scope with digital solution as an enabler
- Build prototypes of to be journeys for processes identified and test with customers
- Build resource plan required to complete actions identified against stakeholders along with timelines for completion
 To be process implementation
- To assist in preparation of BRD with modular function
- Prepare detailed process flows for all processes in scope based on to be state designs sketched out in workshop
- Obtain compliance/ operational risk/ business stakeholders approval on new process flows designed
- Conduct staff training on new processes for all processes in scope across various businesses
- Provide support to resolve initial glitches (if any) during go-live

• Digital Bank service Blue Print management – To coordinate, design and implement the servicing strategy for the digital bank initiative across various components of the digital bank with in country function
 Design service Blue Print
- Collate and review current capabilities across mobile banking and internet banking platform
- Work with regional team to design the service catalogue of services to be offered through digital bank
- Work with regional team to implement the service interaction model of various customer service channels to be made available in Digital Bank
- Prepare modular BRDs for various channel servicing requirements

• Design servicing capability through other assisted channels such as live chat and click to call
- Participate and help to design customer journey flows for various services to be offered through live chat and click to call
- Prepare BRDs for live chat and click to call requirements
- Design resourcing requirements in collaboration with contact center teams for live chat and click to call
- Build training and SOP documentation for various services to be offered through these channels

• Have Bachelor’s Degree
• PMP, Design thinking/ LEAN methodology certifications would be preferred
• Have experience in performing the role of a business lead/ project lead in driving service design or process re-engineering efforts for digital servicing requirements in large financial institutions/ banks
• Strong understanding of digital servicing operating model and possible use cases of deployment of collaboration capabilities
• Good understanding of the consumer banking landscape in terms of products, functional teams, services and typical banking applications
• Good understanding of contact center functionalities and platforms
• Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
• Experience in customer immersions, journey mapping and design
• Demonstrate strong analytical, problem solving, communication and creative skills
• 6 – 10 years of experience depending on the grade
• Willing to learn and a fast learner
• A logical thinker, problem solver
• Ability to work in team and independently
• Strong sense of responsibility

- Competitive salary and bonus

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