Unit Head Transformation & Operational Excellence

Tawteen

KEY RESPONSIBILITIES:

Enterprise Transformation Strategy & Execution

• Develop, refine, and oversee the execution of the Bank s transformation roadmap, ensuring alignment with corporate strategy, regulatory requirements, and industry best practices.
• Lead cross-functional transformation initiatives that integrate digital innovation, process re-engineering, and operational excellence.
• Establish and institutionalize transformation frameworks, governance models, and methodologies to ensure consistency, scalability, and sustainability.
• Drive enterprise-wide synergies across business units to ensure transformation delivers measurable value and impact.

Process Optimization & Operational Excellence

• Conduct end-to-end reviews of critical banking processes to identify inefficiencies, control gaps, duplication, and manual dependencies.
• Redesign and standardize processes to enhance efficiency, accuracy, turnaround time (TAT), and service quality.
• Embed Lean, continuous improvement, and best-practice methodologies across the organization.
• Strengthen operational controls and accountability frameworks to reduce risk and improve performance

Transformation Execution & Delivery (Hands-on)

• Lead the implementation of transformation initiatives, ensuring practical and executable solutions.
• Work closely with Business, Operations, and Technology teams to embed changes into day-to-day operations.
• Ensure transformation initiatives move beyond design into sustainable execution and adoption.

Digitalization, Automation & Innovation

• Drive adoption of emerging technologies to enhance efficiency and customer experience.
• Identify and implement automation opportunities to reduce manual intervention and enable straight-through processing.
• Partner with IT and Digital teams to modernize platforms and transition from legacy systems to scalable digital solutions.
• Support the development of seamless omnichannel customer experiences to enhance engagement and competitiveness.

Performance Management & Impact Tracking

• Define and track KPIs related to operational efficiency, productivity, cost optimization, error rates, and service delivery.
• Establish reporting mechanisms to monitor transformation outcomes and ensure measurable business impact.
• Drive a performance-driven culture by linking transformation initiatives to tangible results.

Risk Management, Governance & Compliance

• Establish robust governance structures to monitor and control transformation initiatives.
• Ensure adherence to regulatory requirements, internal policies, and industry standards.
• Identify and mitigate transformation-related risks, including operational, regulatory, and cybersecurity risks.
• Promote a risk-aware transformation culture aligned with the Bank s risk appetite.

Stakeholder Engagement & Change Management

• Engage and influence stakeholders across all levels to drive alignment and ownership.
• Lead change management efforts to ensure smooth adoption of new processes, systems, and operating models.
• Act as a key liaison between internal teams, external partners, regulators, and consultants.
• Challenge existing practices and drive accountability for continuous improvement.

Strategic Partnerships & Industry Engagement

• Manage vendor and partner relationships to support transformation and digital initiatives.
• Represent the Bank in industry forums, regulatory discussions, and innovation networks to stay ahead of market trends.

Continuous Improvement & Capability Building

• Foster a culture of continuous improvement, innovation, and operational excellence across the Bank.
• Continuously enhance personal knowledge and capabilities through learning, market insights, and project exposure.
• Support capability development across teams to sustain transformation and process excellence initiatives.

Business Control & Governance

• Ensure adherence to the bank's policies, regulatory requirements, and industry standards in all operational activities.

Self/People Development & Continuous Learning:

• Coniunually update oneself through knowledge acquisition, on-the-job training, or project involvement; advocate and support others to do the same.