AVP, Digital Transformation Team Lead (Customer Servicing), Group Operations Capability Centre, Group COO

Business Function Group Operations enables and empowers the bank with efficient, nimble and resilient processes through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Bank's operational processes and aspire to delight our business partners through our multiple banking delivery channels. Group Ops Capability Centre (GOCC) was formed to accelerate innovation via development and deployment of AI capabilities and COE setups, while ensuring resiliency and standardisation. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions. About the role We are seeking an experienced and highly motivated Assistant Vice President (AVP) Business Analyst to join the GOCC Customer Servicing team supporting the IBG I.Serve platform. The successful candidate will play a key role in driving business transformation, platform enhancements, operational efficiency initiatives, and system integrations across customer servicing functions. The individual will partner closely with Customer Service Hub teams, Technology, Product Owners, and regional stakeholders to deliver business value while maintaining strong governance, control, and customer experience standards. This role is suitable for a senior BA who possesses strong analytical capabilities, leadership presence, stakeholder management skills, and hands-on experience in corporate banking operations or contact centre servicing environments. Responsibilities Business Analysis & Requirements Management • Lead end-to-end business analysis activities across strategic initiatives, regulatory changes, production fixes, and enhancement deliveries. • Facilitate requirement gathering workshops with business users, operations teams, and technology stakeholders. • Translate business requirements into detailed functional specifications, user stories, process flows, and acceptance criteria. • Perform impact assessments across upstream and downstream systems. • Drive requirement prioritization and backlog management in Jira. • Maintain comprehensive project documentation in Confluence. Solution Delivery & Change Management • Work closely with development and QA teams throughout the SDLC lifecycle. • Support solution design discussions and challenge designs to ensure alignment with business objectives. • Coordinate UAT planning, execution, defect triage, and business sign-off. • Drive implementation readiness, release management activities, and production deployment support. • Manage multiple concurrent workstreams and enhancement initiatives. Stakeholder Engagement • Build strong relationships with senior business stakeholders, operations teams, contact centre management, and technology partners. • Present recommendations, risks, dependencies, and project status updates to leadership teams. • Act as the bridge between business and technology teams to ensure successful solution delivery. Operational & Production Support • Support parameter administration and configuration activities within the I.Serve platform, including maintenance of business rules, workflow configurations, user roles & access matrices • Analyze production issues and identify root causes. • Work with support and development teams to drive timely issue resolution. • Recommend process and system improvements to reduce operational risks and improve customer experience. • Support service review sessions and continuous improvement initiatives. Platform Transformation & Innovation • Identify automation opportunities to improve servicing efficiency and reduce manual effort. • Participate in digital transformation and customer experience enhancement initiatives. • Drive adoption of best practices in business analysis, documentation, and operational governance. • Support AI, workflow, customer servicing, and operational excellence initiatives where applicable. Leadership Responsibilities • Provide guidance and mentorship to junior Business Analysts. • Drive BA standards, artefacts, and governance within the team. • Influence stakeholders and facilitate decision-making across competing priorities. • Demonstrate ownership and accountability for project outcomes. Requirements Education/ Certification • Bachelor's Degree in Business, Banking, Information Systems, Computer Science, or related discipline. • Any Business Analyst, Project Management or Scrum Master certification. Experience • 8+ years of Business Analysis experience, preferably within banking or financial services. • Proven experience leading medium to large transformation and enhancement initiatives. • Experience supporting customer servicing, contact centre, or banking operations platforms. • Experience working with regional stakeholders across multiple markets is advantageous. Mandatory Technical & Domain Skills Functional Tools • Strong hands-on experience with: • Jira • Confluence • Microsoft Office Suite • Microsoft 365 Copilot • Process-mapping tools Banking Domain Knowledge Candidates should possess experience in one or more of the following: • Contact Centre Operations • Customer Servicing Platforms • Institutional Banking Operations (IBG) • Service Request Management • Digital Servicing Channels • Operational Risk & Controls • Customer Journey Management • Workflow and Process Automation Soft Skills & Leadership Competencies Leadership • Demonstrates ownership and accountability. • Influences stakeholders without direct authority. • Leads discussions confidently with senior management. • Coaches and develops junior team members. Communication • Excellent verbal and written communication skills. • Ability to simplify complex concepts for both business and technical audiences. • Strong presentation and facilitation skills. Stakeholder Management • Strong relationship-building ca…