Network Transformation & Digital Migration Lead

About the role

This role leads the regional transformation and modernization of the Consumer Banking branch operating model across the bank's markets. It drives operational efficiency, digital migration, automation and a better customer experience, redesigning branch models, processes and customer journeys so that branches become more productive, cheaper to serve and focused on advisory-led, value-added banking.

Key responsibilities

• Design and implement a future-ready branch operating model, covering formats, service delivery, roles, workflows and standards across regional markets.
• Lead end-to-end process simplification, standardization and automation, removing manual work and inefficiencies.
• Drive migration of branch transactions and servicing to digital, self-service and alternative channels.
• Promote emerging technologies such as AI-enabled solutions, intelligent automation, assisted digital servicing and smart branch capabilities.
• Redesign workflows, capacity models and resource use to raise staff productivity and lower cost to serve.
• Redesign customer journeys for seamless omni-channel experiences, faster turnaround and higher satisfaction.
• Set transformation roadmaps, standards, performance measures and implementation frameworks, working with country teams, Distribution, Operations, Digital, Technology, Compliance and Risk.

Required profile

• Bachelor's degree in Business Administration, Information Systems, Banking or a related field.
• Minimum 7 years of experience in banking operations, digital transformation or network management.
• Proven track record in designing branch operating models, process re-engineering, automation and efficiency improvements.
• Experience in process optimization and customer journey design.
• Fluent written and spoken English; strong interpersonal, presentation and stakeholder management skills.
• Project management, change management and leadership, training and team development skills.

Required skills

• Strong understanding of banking operations and digital banking trends.
• Analytical and problem-solving abilities.
• Customer-focused mindset, adaptability to change and technology, strategic and results-oriented approach.
• Digital transformation, process improvement and project management certifications are an advantage.