VP/SVP/Lead - Client Experience Transformation - Consumer Banking/Corporate Banking Domain

Job Title : Lead - Client Experience Transformation, Consumer Banking /Corporate Banking

Grade : VP/SVP

Job Location : Gurgaon/Mumbai Corporate Office

Position Reporting To Head - Process Design and Re-Engineering

Team Size, if any : NA

JOB SUMMARY :

The incumbent will be required to take complete ownership of the client experience transformation journey for Consumer /Corporate Banking, across products/channels.

DETAILED RESPONSIBILITY :

- Manage end to end change management for a given initiative

- Development of the business case / CBA for each of the transformation journey / initiative in collaboration with the business and functional heads.

- Design of KPIs for the respective journey and capability development to implement, measure and achieve the agreed KPIs

- Design and own the implementation plan for the initiative. This will entail baseline project plan development, establishing linkages and dependencies, tracking achievements against planned timelines and wherever necessary re-aligning the milestones.

- Work with business head / journey owners for resource mobilisation, establishment of initiative governance and its execution

- Set up the Cross functional Teams (CFT) in consultation with the Journey owners and the business / functional heads

- Drive cross functional project team members to deliver the agreed actions within defined timelines

- Chair the various project / program update meetings / committee with cross functional team members to apprise them of the overall project update across budgets, timelines, scope, resources, various Risks & issues, dependencies, decisions required etc.

- Developing the model and then tracking of benefits as a post implementation/go live activity of each project.

- Manage Project costs - Budgets Vs Actuals, prepare justification for cost escalations to seek requisite approvals from the Executive / Steering Committee of the program

- Set up the post implementation support and BAU execution model for each initiative

- Feed into the overall CEX Program governance for various program level updates to the Business vertical and country level management team members.

PREFERRED Skill Set / Education / Background

- + 10 years of experience in Banking and financial services

- Previous experience in leading strategic business, client experience or technology led programs.

- Demonstrated experience influencing leaders to drive the change management strategy and improvements across products/channels

- Knowledge of banking product, services and current technologies

- Ability to deal with senior level stakeholders

- Drive and influence large teams with varied backgrounds

- Ability to conceptualize, design and implement solutions in consultation with the subject matter experts

- Strong project management skills to manage multiple projects across business verticals.