1. Governance & Programme Management

•       Coordinate and lead the cross-functional working group (CX, Digital, IT, Operations, Marketing, Retail, MIS, Compliance, HR, Finance).

•       Define individual and team-wide KPIs; own the governance calendar including daily/weekly core team syncs and SteerCo cadence.

•       Manage escalation paths, risk registers, and issue resolution across all workstreams.

•       Build and maintain an analytical dashboard tracking daily logins, transaction frequency, CASA balance per customer, and customer engagement metrics.

2. Customer Segmentation & Value Proposition

•       Analyse financial behaviours, balances, product usage, and transaction patterns of salaried and non-salaried segments.

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