Job Purpose Summary

The incumbent will be responsible for ensuring the quality and reliability of digital banking services, including online banking platforms, mobile apps, and other digital channels and products. This individual will lead the quality assurance strategy and operations within the Retail Digital Business Department. The role involves overseeing the development and implementation of quality assurance standards, testing procedures, and quality control measures to ensure the highest level of service delivery for all digital banking products and services. This role requires a blend of strategic planning, leadership, technical expertise, and a deep understanding of digital banking operations. The ideal candidate will possess a strong background in software quality assurance, an understanding of digital banking technologies, and a proven record of accomplishment of leading QA teams to achieve excellence in the digital service delivery.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

- Develop and implement a comprehensive quality assurance strategy that aligns with the bank's digital transformation goals

- Work with the EVP, Retail Digital Business and SVP, Digital Centre of Excellence to assist in the execution of the Digital strategy roadmap

- Implement the KPI’s and best practices for VP, Digital Quality Control

- Champion a culture of innovation and continuous improvement within the QA team and broader Digital Business Department

- Work with the SVP, Digital Centre of Excellence to set up the operations of the Digital Centre of Excellence (DCoE) at the Group level; including staffing, processes and tools

- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

- Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.

- Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.

- Implements KPI’s and best practices for Vice President, Digital Quality Control

B. Customer (Internal & External):

- Lead and manage the QA team, setting clear objectives, evaluating performance, and promoting professional development and act as a key liaison between the QA team and other stakeholders, ensuring clear communication and alignment on quality objectives and outcomes

- Ensure coordination with the concerned project delivery departments in the formulation of project deliverables, resources, priorities, duration, and cost

- Communicate quality metrics and risk assessments to senior management and relevant stakeholders

- Liaise with internal and external providers, Group IT, Group Operations, relevant HO departments, subsidiaries and external vendors/ consultants

- Work closely with product managers, developers, and business stakeholders to understand requirements and deliver high-quality digital banking solutions

- To assist is building solutions to customers’ needs and digital queries on Bank’s product

- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

- Collaborate closely with IT, development teams, and business units to integrate quality assurance processes throughout the digital product lifecycle

- Implement the latest trends and technologies in quality assurance, digital banking, and fintech to drive efficiency and effectiveness in QA practices

- Spearhead the quality assurance framework within the Digital Business Department, focusing on enhancing the quality, security, and customer experience of the bank's digital services

- Stay updated on emerging trends, tools, and technologies in quality assurance and digital banking to drive innovation and efficiency

- Oversee the creation and execution of test plans, test cases, and automated testing scripts for all digital products

- Collaborate with the development and operations teams to integrate quality assurance processes throughout the product development lifecycle

- Continuous Improvement:

- Set examples by leading improvement initiatives through cross-functional teams ensuring successes.

- Identify and encourage people to adopt practices better than the industry standard.

- Continuously encourage and recognise the importance of thinking out-of-the-box within the team.

- Encourage, solicit and reward innovative ideas even in day-to-day issues.

D. Learning & Knowledge:

- Experience in a digital transformation environment within the banking or financial services industry

- Quality Assurance techniques for digital business products

- Extensive knowledge in digital banking technologies and platforms, understanding their unique challenges and opportunities

- Analytical mind-set with the ability to troubleshoot complex issues and drive root cause analysis

- Proactively identify areas for professional development of self and undertake development activities.

- Seek out opportunities to remain current with all developments in professional field.

- Hold meetings with staff and assess their performance and the teams overall performance on a regular basis.

- Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.

- Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.

Education and Experience Requirements

- Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),

- Minimum 12 years of experience required preferably within a highly rated international bank.