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

Qualification & Experience

Critical:

• LSS Black Belt Certification (or) Management Consulting Experience

• Strong analytical, problem solving, facilitation and project management skills

• Hands-on Experience In delivering Digital Transformation in Banking/US Mortgage

• Experience in deploying Generative AI solution, leading CX transformation

• BPO/KPO experience

Know How

Critical:

RPA, Gen AI, CX Transformation, Data/Process Mining

SME in Banking Domain and Contact Centre Operations