Senior Manager, Digitization

Job Purpose

The primary purpose of this role is to lead and execute the digitization strategy within Operations, driving transformation initiatives that enhance productivity, reduce operational risk, and deliver superior customer experiences. The role is accountable for identifying, designing, and implementing digital solutions—including process automation, advanced technologies, and process re-engineering—across operational functions. The role also champions change management and staff upskilling, with the Operations Team, to embed a digital-first culture. Ultimately, this position is critical to realizing operational excellence and sustaining the organization’s competitive edge in the evolving digital banking landscape

Principle Accountabilities

Lead and manage the Operational Excellence Digital agenda:

• Define and articulate digitization strategy for Operations covering:
• Key digitization initiatives from the Operations excellence and transformation strategy.
• Digitization initiatives emerging from management actions plans across quality checks, operational risk incidents, recon breaks and IA observations.
• Digitization opportunities derived from operational process improvement initiatives.
• Working with Operations to draft detailed business requirement documentation and business case for digital initiatives in Operations.
• Coordinating with IT PMO and Operations team through the program implementation cycle till production live
• Working with Operations team to embed and realize benefits from digital transformation programs.

Process Optimization:

• Evaluate existing operational processes, identifying areas for improvement, and implement solutions to enhance productivity, reduce operational costs, and eliminate bottlenecks.
• Introduce and manage process automation to streamline operations and improve customer experience.
• Working with Operations team on a re-engineering program to identify, dimension and implement process re-engineering programs across Operations leveraging Lean best practices.

 KPI Measurement and Continuous Improvement:

• Establish and monitor key performance indicators (KPIs) to measure the performance of digital processes and identify areas that require attention and improvement.
• Use data-driven insights to continuously enhance processes, reducing operational risks, and ensuring consistent service quality.

 Technology Integration:

• Oversee the integration of technology solutions, such as artificial intelligence, machine learning, OCR and RPA, to drive operational efficiency and innovation.
• Stay current with emerging technologies in the banking operations space, conducting market research to identify opportunities to gain a competitive edge in the digital banking landscape.

 Change Management and Employee Training:

• Lead change management initiatives to ensure the successful adoption of new digital processes, systems, and technologies.
• Develop and implement comprehensive training programs to upskill and educate teams about the digital-first approach.

 Reporting and Communication:

• Develop and maintain a robust system for tracking and reporting project status to senior management and stakeholders.
• Deliver clear and concise progress reports and updates, making recommendations for continuous improvement.

Requirements

Qualifications

• Bachelor’s Degree
• 15 years’ experience in Banking including demonstrated leadership level roles in managing operations digital transformation journeys.
• Strong understanding and working experience in technology driven transformation initiatives.
• Direct program management experience will be a plus.
• Bias for technology driven solutions with a digital first mindset.
• Analytical and numeric skills with the ability to draw the correct conclusions from large volume of diverse information
• Time management and organization skills with the ability to prioritize and multi-task
• Excellent written & oral communication and presentation skills including the ability to deliver clear and accurate messages to management.