 Develop a clear digital transformation strategy aligned with overall business objectives of the bank Identify key areas for digital transformation and innovation Evaluate emerging technologies and trends to determine their relevance and potential impact on the bank’s operations Work closely with key stakeholders including executives, department heads and external partners to ensure synchronization Identify and mitigate potential risks associated with digital transformation initiatives Oversee planning, execution and monitoring of digital transformation projects Focus on enhancing the overall customer experience through digital channels Establish KPIs to measure the success of digital transformation initiatives  Encourage and support a culture of innovation within the team and bank  Continuously seek opportunities for improvement and optimization in digital processes

 Develop & grow Digital Financial Services of the bank by making a robust business plan
 Diversion of traffic from branches to Alternate Delivery Channels
 Drawing an effective road map and coordination with IT and other stake holders
 Perform market research and opportunity assessments on new concepts and ideas
 Assess the viability of new products in support of market strategy.
 Enhance utilization of the Bank\\\\\\\'s digital products to generate increased revenue across all Alternative Delivery Channels 
 Responsible for overall operations of ATM, Internet Banking, Mobile App, E-Commerce, M-Commerce, QR Code, USSD and other digital financial services.
 Settlement & Reconciliation with 1-link, Union Pay International and APPS.
 Dispute Resolution/Charge back, fraud and Skimmed Card cases.
 Supervision of Card Operations, SMS Management and CFC unit
 Supervision of ATM Monitoring Team  
 Ensure security and compliance requirements are built in every delivery channel in liaison with Information Security and IT to minimize fraud.
 Business Statistics Analysis and Process Re-Engineering 

 Settlement, Reconciliation and Dispute Resolution 
 Supervise Card Operations and CFC unit 
 Assist branches in ADC related matters
 Coordination with IT to ensure smooth functioning & uninterrupted ADC services
 Initiate BRDs and conduct UATs
 Conduct trainings and refreshers
 Develop alternative delivery channels for services to reduce cost and divert traffic from branches.

 Conduct branches visit regularly
 Qualitative and Quantitative analysis
 Assurance of banking operations as per standard SOPs and assigned TATs
 Branch ambiance checks and controls
 Evaluate customer experience

 Financial transactions monitoring and execution 
 Conduct trainings and coaching sessions 
Conduct quiz based on gaps identified
 Gauge product knowledge
 Team Management
 UATs for innovative transaction monitoring applications 

Ø  Managing 24X7 ATM Helpdesk operations in the Command Center
Ø  Ensuring that all alerts and issues are escalated to respective functions and ensure follow-up and resolution.
Ø  Monitoring ATM machine’s performance and cash forecast
Ø  Daily recording of activities occurred during the shift in the occurrence book and system.
Ø  Managing the Uptime delivery as per commitment within the SLA
Ø  Coordinate with NCR, WINCORE, DIEBOLD and internal technical teams for ATM related issues.

  Capacity planning & shift scheduling 
 Conduct regular review of call center representatives performance and organize training sessions
 Prepare forecasts and assist in making budget of call center
 Assurance of best customer services delivery 
 Managing TSF and analysis on its fluctuation
 Ensure a safe and harmonious working environment for all other team members and delegate duties to them

Ø  Participate in design of call monitoring formats and quality standards
Ø  Participate in customer and client listening programs to identify customer needs and expectations
Ø  Monitor Courtesy, Accuracy & Call Handling Standards
Ø  Coordinates and facilitate call calibration sessions for call center staff
Ø  Provides feedback to call center team leaders and managers.

Ø  Prepare and analyze quality reports for Management review