Senior Specialist, Digital Transformation - BB Customer Service & Quality

About the Job:

• Identify outdated or inefficient processes and improve them to save time, reduce costs, and boost productivity.
• Initiate and track developments, measure success, and identify areas for further improvement.
• Ensure transformation delivers long-term value and aligns with evolving business goals.
• Monitor transformation roadmaps, ensure timely execution, and manage risks throughout the journey.
• Detect problematic areas, analyze and optimize the bank’s processes to reduce turnaround time (TAT), improve workflow, and increase efficiency.
• Analyze gaps and prepare business requirement process notes to recommend automation solutions that reduce workload and increase efficiency.
• Continuously assess and adopt new technologies to enhance bank operations and streamline customer service functions.
• Oversee the transition from traditional processes to digital systems, integrating technologies such as automation and AI.
• Perform User Acceptance Tests (UATs) and sanity checks for digital transformations.
• Regularly engage with executives, managers, and team members to align goals and maintain a shared vision of transformation efforts.
• Optimize both digital and physical service channels (e.g., online/mobile banking) for consistent, efficient customer interactions.
• Host monthly stakeholder meetings to present progress updates, address concerns, and gather suggestions for improvement.
• Collaborate with transformation teams/digital squads to explore opportunities for process automation and service improvement.
• Raise User Request Forms (URF) to facilitate process change development.
• Provide post-production support to frontend teams/users.
• Review and design the Risk and Control framework of the service team to ensure effective controls are in place.
• Design Q&As for new complex processes and support departmental training programs.