Role Purpose

Drive branch process improvement and digital transformation from field insight and data analysis through target-journey design, cross-functional delivery, post-implementation performance management, and change adoption. The role aims to improve customer experience, operational effectiveness, and measurable business outcomes.

Key Responsibilities

1. Process Improvement & Customer Journey

• Analyze transaction and usage data to identify branches, processes, and issues that require deeper investigation.
• Conduct branch observations and interviews with employees and/or customers to identify pain points, root causes, process gaps, and customer-journey issues.
• Co-design practical improvements with relevant functions, balancing customer experience, efficiency, risk controls, and operational feasibility.

2. Market Study & Benchmarking

• Plan and conduct field research on branch formats, services, equipment, technologies, and relevant industry practices.
• Compare different branch archetypes, including mall-based and stand-alone locations, and translate findings into actionable insights and recommendations.

3. Branch Digitalization & Project Management

• Manage projects end to end, including problem definition, scope, plan, stakeholders, risks, dependencies, issue resolution, rollout, and closure.
• Gather and analyze frontline requirements; develop AS-IS / TO-BE workflows, customer journeys, screen concepts, and Business Requirement Documents.
• Collaborate with Business Users, Operations, Compliance, Operational Risk, Data Governance, CX/UX, and IT to ensure requirements are clear and development-ready.
• Support SIT, UAT, PVT, Pilot, and Rollout planning and execution, including defect follow-up and readiness assessment before go-live.

4. Performance Analytics & Benefit Realization

• Design performance-tracking frameworks and management reports covering adoption, transaction volume, success/failure rates, gaps, and post-go-live outcomes.
• Investigate abnormal results, identify causes, and coordinate corrective and preventive actions with relevant teams.
• Identify lower-adoption target branches and drive improvement through field engagement, communication, and structured follow-up.
• Capture best practices and testimonials from high-performing branches for broader replication.

5. Change Management, Communication & Training

• Create presentations, one-page summaries, infographics, videos, and surveys that make changes clear and actionable for target users.
• Act as a trainer or facilitator for assigned initiatives; capture feedback and adjust communication or adoption plans accordingly.

Candidate Qualifications

• Bachelor's degree or higher in Business Administration, Finance/Banking, Economics, Industrial Engineering, Computer Engineering, Information Technology, Computer Science, Data/Business Analytics, Innovation Management, or another relevant field.
• A master's degree in Business Administration, Project Management, Business Analytics, Digital Transformation, or a related field is an advantage.
• Relevant experience in Project Management, Business Analysis, Process Improvement, Digital Transformation, Service Design, or Change Management. Banking or financial-services experience is advantageous.
• Demonstrated experience managing cross-functional delivery from requirements gathering through testing, pilot, rollout, and post-implementation tracking.

Required Knowledge and Skills

• Project management capability that connects business, process, data, and technology perspectives.
• Process mapping, root-cause analysis, customer-journey mapping, and AS-IS / TO-BE design.
• Strong data literacy and Excel-based analysis; Power BI, SQL, or other analytics tools are an advantage.
• Ability to develop requirements, test scenarios, UAT plans, and performance reports.
• Strong communication, presentation, facilitation, interpersonal, and stakeholder-management skills.
• Willingness and ability to conduct fieldwork, interviews, observations, and branch visits as required.

Preferred Qualifications

• Certifications such as PMP, PRINCE2, Agile/Scrum, Lean Six Sigma, Design Thinking, Business Analysis, or Data Analytics.
• Track record in branch transformation, digital adoption, process automation, or customer-experience improvement.

Success Measures

• Projects delivered against agreed scope, timeline, quality, and risk-control expectations.
• Improved post-go-live adoption and performance, supported by evidence and clear action plans.
• Users and stakeholders understand, accept, and effectively apply new processes or tools.