Capgemini
The Opportunity We are seeking a highly experienced and domain-driven Retail Banking Subject Matter Expert with 18–20 years of strong functional experience across retail banking back-office operations. The role is responsible for providing deep domain expertise across key banking products and processes, including credit cards, payments, secured loans, unsecured loans, customer onboarding, account opening, KYC, documentation, fulfilment, servicing, and operational controls. The candidate must have extensive functional experience in managing, advising, and improving large-scale retail banking back-office operations. The role requires a strong understanding of regulatory requirements, operational risk, process controls, governance, compliance, and operational excellence. This is a functional banking operations SME role and is not intended to be a technical, IT delivery, or front-office customer experience role. Our Ideal Candidate Act as a senior functional SME for retail banking back-office operations across products such as credit cards, payments, secured lending, unsecured lending, and customer onboarding. Provide deep functional expertise on end-to-end operational processes including account opening, application processing, documentation checks, KYC validation, loan fulfilment, card operations, payment processing, servicing, and operational support. Identify process gaps, operational risks, control weaknesses, and improvement opportunities across retail banking operations. Partner with operations, risk, compliance, quality, transformation, and business stakeholders to ensure processes comply with regulatory, audit, and internal control requirements. Define and standardize operating procedures, process maps, control frameworks, business rules, and process governance documents across retail banking functions. Ensure operational readiness for new processes, products, migrations, transitions, and change initiatives within retail banking operations. Provide expert guidance to operations teams on complex process scenarios, exception handling, escalations, and policy interpretation. Drive continuous improvement initiatives focused on productivity, accuracy, turnaround time, quality, compliance, and risk reduction. Collaborate with project and transformation teams to provide functional inputs during process redesign, automation assessment, workflow optimization, and operating model changes. Lead knowledge management and capability-building initiatives for operations teams by strengthening domain knowledge and process understanding. Track relevant banking operations practices, regulatory expectations, and process governance requirements to support operational effectiveness. Serve as a senior advisor to leadership on retail banking operations strategy, process maturity, operational controls, and service delivery effectiveness. Key Responsibilities
Proven experience in managing, advising, or governing large-scale banking operations teams or transformation initiatives. Demonstrated ability to analyze complex operational processes and recommend practical, business-aligned improvements. Required experience in defining SOPs, process documentation, control checks, operating procedures, and business rules. Strong stakeholder management capability with the ability to engage senior business, operations, risk, compliance, and transformation leaders. Excellent communication, facilitation, problem-solving, and decision-making skills. Proficiency in MS Office tools including Excel, PowerPoint, and Word. Ability to operate effectively in a fast-paced, highly regulated, and process-driven banking environment.