Manager, Digital Transformation (Consumer Financial Services)

Purpose of the role:

The Manager, Digital Transformation is responsible for supporting the organization's digital transformation agenda by identifying, developing, and implementing technology-enabled initiatives that enhance operational efficiency, customer experience, and business performance. The role supports the product owner and collaborates closely with business stakeholders, technology teams, and external partners to deliver strategic transformation projects and foster a culture of innovation across the organization.

What you will be doing:

• Support the Product Owner in the Bank's Digital Transformation initiatives, including core banking & CRM platform enhancements, requirements management, testing, and delivery of business capabilities that enhance customer engagement, relationship management, and sales effectiveness.

• Assess business requirements and identify opportunities, with exposure to Deposit, Wealth Management, or Loan product projects, to improve customer engagement, operational efficiency, and frontline effectiveness through digital solutions.

• Apply a good understanding of retail banking products, customer journeys, and operational processes to define clear business and system requirements.

• Collaborate with cross-functional teams to support system enhancement and transformation initiatives, ensuring smooth implementation and transition to new platforms and processes.

• Track project progress, testing execution, defects, risks, and resolution activities, and provide regular status updates to stakeholders.

• Facilitate training for end-users and provide ongoing support during and after the system transition.

• Monitor the performance of the new digital solution and make necessary adjustments to optimize efficiency and productivity.

• Explore and leverage AI-enabled productivity tools (e.g. Microsoft Copilot, ChatGPT, or similar solutions) to support business analysis, documentation, testing, reporting, and process improvement activities.

Who are we looking for:

• Bachelor's degree in business, finance, IT, or related field. Advanced degree or relevant certifications are a plus.

• Minimum of 3 to 6 years of experience in retail banking, with experience in Banking Product, CRM system, Core Banking system & Transformation Projects as an advantage

• Strong understanding of Agile project delivery and business transformation projects, with strong capabilities in backlog management, user story definition, stakeholder engagement, UAT execution, system implementation, and driving modernization initiatives from a business perspective is preferred.

• Hands-on experience with Jira, Confluence, Excel, PowerPoint, and other project management tools is an advantage.

• Experience using AI tools such as Microsoft Copilot, ChatGPT, or similar productivity tools is a plus. Ability to leverage AI tools to improve productivity, reporting, documentation, and testing activities.

• Strong understanding of CRM best practices, customer relationship management processes, customer data management, and customer engagement strategies.

• Strong business acumen with a good understanding of retail banking products, services, customer journeys, operations, and regulatory requirements.

• Ability to manage multiple tasks simultaneously in a fast-paced environment.

• Strong problem-solving skills with a focus on delivering practical and innovative solutions.

• Excellent communication and interpersonal skills, both written and verbal.