Digital Acceleration and Operations Governance

This role is responsible for driving significant, sustainable change while elevating the bank's overall operational excellence, collaborating in reshaping and modernizing our core business functions, acting as the critical gatekeeper for all operational changes and new initiatives. The role will advocate and support organizational transformation by leading the operational adoption of new technologies, re-engineering processes, while managing a broader oversight on implementation of required governance frameworks to ensure all operational flows are efficient, scalable, and aligned with the bank’s long-term vision.

Essential Duties and  Responsibilities

Digital Acceleration

• Act as the gate-keeper for all proposed operational process changes and new initiatives. 
• Evaluate new workflows and process redesigns to ensure strategic alignment, long-term viability, and minimal disruption.
• Lead and manage enterprise-wide digital acceleration programs focused on redesigning core business processes, including leveraging new technologies, automation, and best practices to achieve step-change improvements in performance, efficiency, and scalability.
• Conduct deep-dive analyses of existing operational flows to identify inefficiencies and bottlenecks. Drive the redesign of these processes, while enhancing agility and optimization.
• Oversee the end-to-end implementation of digital acceleration projects, ensuring that new processes and technologies are effectively integrated into the business with comprehensive change management strategies.

• Work with cross-functional leadership to facilitate change management and prioritize new projects and initiatives where operations is a key stakeholder. Assess the operational impact, and ensure new programs are scalable and sustainable.
• Serve as the primary operational liaison for all major initiatives, ensuring a seamless flow of communication and requirements between business units, product, and technology teams.

• Review and create operational BRDs, change requests, policies, procedures, and guidelines to corroborate compliance with regulatory and internal requirements.
• Facilitate change management efforts for implementing new processes or improving existing ones.

Governance 

• Operationalization and oversight of governance requirements and standards laid down by 2nd LOD (Compliance and Risk)
• Assess existing processes, identify gaps, and drive continuous improvement initiatives.
• Review operational processes for workflow governance.
• Collaborate with cross-functional teams to ensure governance processes align with organizational goals.
• Oversight and  facilitation in implementation of governance standards and protocols for operational workflows.
• Ensure operations processes comply with bank-wide risk, compliance, and control frameworks
• Liaise with 2nd LOD teams (e.g. Risk, Compliance, Legal) to translate frameworks into actionable processes
• Liaise with audit for facilitation and tracking of audit and risk/control recommendations
• Ensure that  control self-assessments, risk identifications/ reporting documentation, or KRI monitoring happens on schedule
• Maintaining or monitoring Ops-specific governance documentation like SOPs, manuals, KRIs, etc.
• Track audit actions for Ops and coordinate with relevant teams to close the gaps
• Oversee control effectiveness and change management goes through correct governance gates i.e. approvals, impact, assessment, while escalating relevant and required issues to relevant governance forums.

Policy & Process Improvement and Standardization

• Ensure new processes and policies align with banks’ and regulatory requirements
• Review Product Requirement Document (PRD) for any new process or change/ updation in existing process.
• Update and review, policies and procedures of and related to Operations, to ensure compliance with regulatory and internal standards.
• To ensure new processes have clear operations ownership (where necessary) and are running as per documented  processes.
• Identify inefficiencies and process gaps through regular assessments.
• Lead continuous improvement initiatives to enhance scalability and performance across functions.
• Create, maintain, and archive transactional codes with associated glossaries.

Operational Risk Management

• Ensure management and periodic updation of key risk indicators (KRI) and their periodic reporting to the risk department.
• Develop mitigation strategies for process-level risks and inefficiencies.

Cross-Functional Collaboration

• Facilitate change management efforts related to new governance rollouts, reviews, or enhancements.
• Work closely with business, product, risk, compliance, accounts, and technology to ensure new and existing processes, changes, and updations are aligned with existing governance requirements.
• Facilitate end-to-end UAT review, including coordination and validation of test cases for new/ existing  processes/products; as and when needed.

Training & Support

• Support Head of Operations in knowledge-sharing sessions and training workshops.
• Support teams in the effective adoption of revised policies and procedures.
• Support teams in adopting and adhering to the existing processes.
• Support cross-functional teams on ongoing and new projects, assignments, and initiatives; as and when needed.

Secondary Responsibilities

• Support other operational-related activities as required.

Education:

Bachelor’s degree in a relevant field.

Experience:

• Minimum 10 years of experience in operational governance, process management, or banking operations in a regulated environment.
• Proven ability to develop and implement governance frameworks and process improvement initiatives.

Behavioral Competencies:

• Process Orientation
• Attention to Detail
• Risk Awareness
• Collaboration
• Critical and strategic thinking
• Change Management

Technical Competencies:

• Process creation, automation and optimization mindset
• Change management and implementation.
• Relevant documents, SOP & Policy Drafting, 
• Risk Identification and mitigative approach
• Efficient stakeholder management
• Regulatory Compliance Understanding