Vice President & Head of Branch Transformation

At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank – we are a community that thrives on transformation, operational excellence, and delivering exceptional customer experiences.

About the Role

As Vice President & Head of Branch Transformation , you will lead the modernization, optimization, and digital evolution of RAKBANK’s branch network. This role is central to shaping the future of physical distribution, driving operational efficiency, re‑engineering processes, enhancing customer journeys, and integrating digital capabilities across all branch formats.

You will act as a strategic architect, transformation leader, and cross‑functional influencer who drives branch innovation, people capability uplift, and governance excellence across the full branch ecosystem.

What You’ll Be Doing

1. Branch Network Strategy & Transformation

• Develop and execute a bank‑wide branch transformation strategy, aligned to evolving customer behaviours and digital adoption trends.
• Optimize the entire branch network through footfall analysis, format redesign, and performance evaluation.
• Launch and scale digital‑first formats such as smart branches, micro branches, light formats, and full self‑service models.
• Drive cost optimization, leveraging automation, analytics, and process redesign initiatives.

2. Operations Optimization

• Right‑size staffing using traffic patterns, productivity ratios, and capacity models.
• Implement multiskilling, flexible staffing, and cross‑training frameworks to strengthen continuity and operational resilience.
• Standardize branch aesthetics, layouts, queue management, and workflow design to enhance operational consistency.
• Lead branch re‑engineering initiatives to improve efficiency, reduce cost, and improve end‑to‑end process quality.

3. Customer Experience Excellence

• Elevate customer experience across the network by improving NPS, CSAT, CES, and overall service quality.
• Strengthen the integration of digital + physical journeys, ensuring seamless movement across channels.
• Deploy and scale ITMs, digital kiosks, appointment systems, self-service zones, and other assisted‑digital solutions.
• Ensure branches meet or exceed 95% DSES Mystery Shopping standards and uphold ISO Quality benchmarks.

4. Digital & Technology Integration

• Pilot, validate, and scale emerging technologies such as AI‑powered service tools, biometrics, and digital documentation workflows.
• Optimize the performance, uptime, and customer usage of ATMs, ITMs, kiosks, and other self‑service devices.
• Accelerate digital migration through staff enablement, targeted campaigns, and improved customer adoption initiatives.
• Act as a technology advisor and SME for Retail Banking and branch technology initiatives.

5. People & Culture Leadership

• Build and execute capability programs covering service excellence, consultative sales, and digital advisory for branch teams.
• Foster a culture of innovation, continuous improvement, accountability, and change readiness across all levels.
• Drive change management for all transformation programs, ensuring smooth rollout and staff engagement.
• Lead succession planning, job rotations, performance development, and team learning pathways.

6. Governance, Risk & Stakeholder Management

• Ensure full adherence to regulatory, operational, compliance, and governance frameworks across the network.
• Strengthen audit readiness by ensuring alignment to OPs, clearing deferrals, and monitoring branch‑level risks.
• Present transformation updates, performance reports, and business cases to senior leadership committees.
• Manage key stakeholders, external vendors, and industry partners while monitoring market and competitor trends.
• Oversee ORM, audit follow‑ups, clean‑up exercises, and timely resolution of fraud/AML alerts.

What We’re Looking For

• A senior transformation leader with deep expertise in branch banking, operations, customer experience, and process re‑engineering.
• Strong commercial acumen with the ability to interpret data, optimize network economics, and drive large‑scale transformation.
• Proven success in leading digital integration, technology pilots, and operational modernization.
• A people‑centric leader who can inspire, influence, and uplift cross‑functional teams.
• Strong governance orientation with expertise in audit readiness, operational controls, compliance, and risk mitigation.

What’s In It For You

• Competitive performance‑linked compensation.
• Medical coverage for you and your family.
• Comprehensive life insurance.
• Opportunity to lead one of the region’s most significant branch transformation programs.
• Fast‑track leadership development and exposure to enterprise‑wide initiatives.
• A collaborative, high‑impact environment that values innovation and transformation.