The Program Manager is responsible for shaping and driving the strategy, delivery, and continual evolution of the Bank's enterprise Customer Experience (CRM) Platform. The role ensures the platform effectively supports sales, service, onboarding, customer insights, and omnichannel engagement across the organization.
As the strategic liaison between Business, IT, Architecture, Data, Risk, Cybersecurity, and Digital teams, the Program Manager leads enterprise‑level planning, demand prioritization, and solution definition to ensure technology investments are aligned with business goals. This role provides executive‑level advisory support, governs multi‑year roadmaps, and drives CRM modernization to enable scalable, secure, and sustainable capabilities.
The Program Manager also plays a critical leadership role in strengthening operating models, promoting standardization, optimizing processes, and ensuring effective adoption of platform capabilities across all stakeholders.
Job Description:
Enterprise Business Engagement & Strategic Advisory: Lead executive level engagement with Business Units to understand strategies, priorities, and capability needs. Facilitate strategic planning sessions to align business objectives with technology opportunities. Provide advisory support to BU leaders on solution options, risks, and investment decisions.
Solution Strategy & Multi Year Roadmap Ownership: Translate Business Units (BUs) strategies into enterprise aligned solution roadmaps. Identify capability gaps, modernization needs, and innovation opportunities. Collaborate with Enterprise Architecture to ensure roadmap alignment with target architecture.
Demand Governance & Portfolio Prioritization: Lead enterprise demand intake, evaluation, and prioritization processes. Apply value frameworks, scoring models, and architectural criteria to assess requests. Present prioritization recommendations to GTD leadership and governance boards.
Strategic Business Analysis & Solution Definition: Direct complex discovery efforts and enterprise level requirements analysis. Define problem statements, solution options, and impact assessments. Oversee creation of business cases and ensure clarity of requirements for delivery teams.
Portfolio Alignment & Execution Oversight: Ensure BUs initiatives are integrated into the enterprise portfolio. Monitor roadmap execution, risks, and cross functional dependencies. Provide strategic guidance to project teams to maintain alignment with business outcomes.
Process Optimization & Operating Model Improvement: Lead enterprise process reviews to identify standardization, automation, and simplification opportunities. Apply LEAN, ITIL, and continuous improvement practices. Influence enhancements to governance, engagement models, and IT operating processes.
Change Leadership & Value Realization: Assess organizational readiness for major technology and process changes. Partner with Change Management to drive adoption and stakeholder alignment. Track and validate business value delivered by initiatives.
Governance, Compliance & Executive Reporting: Maintain high quality documentation for decisions, roadmaps, and business cases. Ensure compliance with IT governance, architecture standards, and risk processes. Provide concise, executive level reporting to GTD leadership.
Cross Functional Leadership & Capability Development: Facilitate alignment across Architecture, PMO, Security, Data, and Delivery teams. Lead junior program managers, business analysts, and engagement leads. Promote best practices in engagement, analysis, and solution strategy.
Job Requirement:
Degree in Information Technology, Business Administration, Finance, or related fields/Master's degree (MBA, MIS or equivalent) is preferred.
Have deep understanding of enterprise IT, digital transformation and technology operating models.
Strong knowledge of business analysis, portfolio management and solution strategy.
Demonstrated ability to partner with senior executives and influence cross-functional decision making.
Proven capability in developing multi-year roadmaps, business case and value assessments.
Advanced skills in process analysis. Requirements definition and solution evaluation.
Strategic Business Engagement: Ability to build trusted relationships with senior BU leaders; Skilled at translating business strategy into technology needs and solution opportunities; Strong advisory presence with the ability to influence executive decision making.
Solution Strategy & Road mapping: Expertise in developing multiyear solution roadmaps aligned to enterprise architecture; Ability to identify capability gaps, modernization opportunities, and cross BU synergies; Strong understanding of technology portfolios, platforms, and integration patterns.
Sound knowledge in local laws and regulations pertaining to AML/CFT.
A team player with a positive attitude, professionalism and a strong work ethic with high level of integrity and ethics.
Ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situations.
Basic to intermediate knowledge of banking facilities and industry regulations.
Strong communication skills both oral and written.
The ability to work independently and with minimum supervision.
