Job Summary

Drive strategic capability planning and transformation at the cluster level by aligning domain expertise, workforce optimization, and operational excellence with the overall business vision.

Key Responsibilities

1. Lead key initiatives to ensure seamless client onboarding and delivery readiness by supporting pre-sales, due diligence, and transition management.
2. Collaborate with cross-functional teams to align capability initiatives with business growth objectives and evolving client expectations.
3. Implement strategic cost optimization measures by identifying efficiency levers across delivery, talent, and operations to enhance profitability and scalability.
4. Execute process transformation initiatives by re-engineering workflows and adopting innovative tools in collaboration with the Transformation COE.
5. Focus on successfully implementing repeatable solutions across projects within the sub-capability to drive consistency and operational efficiency.
6. Align operational goals with client satisfaction metrics to ensure customer-centric outcomes.
7. Strengthen domain capabilities through targeted learning programs, skill gap assessments, and external certification partnerships.Drive continuous skill evolution to build a resilient and future-ready workforce.
8. Partner with delivery leaders to identify critical talent, define succession plans, and create structured growth opportunities for high-potential employees.
9. Forecast talent needs and manage internal mobility to support scalable service delivery.
10. Regularly analyze and refine compensation grids to maintain market competitiveness and internal equity, ensuring transparency and fairness.
11. Strengthen performance by implementing role relevant scorecards, managing performance and rewards
12. Implement robust risk and compliance frameworks to mitigate delivery risks and uphold governance standards.
13. Strengthen controls by embedding cyber security and regulatory compliance into operational practices.

Skill Requirements

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Other Requirements

Job Description – General Manager (Retail Capability)

ROLE PROFILE

• HCL Job Level: E5 (General Manager)
• Function / Domain: Retail Capability / Operations / Transformation
• Role Location: [Location – Chennai]
• Position: 1
• Experience: 15–20 years

JOB PROFILE

Responsible for building and strengthening Retail Banking capability across operations, digital banking, lending, payments, collections and customer servicing domains.

Drive talent readiness, capability development, solutioning, transformation initiatives and domain consulting support. 

Key Responsibilities:

• Build and enhance Retail Banking capability across deposits, lending, cards, payments, collections, fraud and servicing. 

• Develop capability roadmaps aligned to business strategy. 

• Drive hiring, learning, certification and career development programs. 

• Support RFPs, solution design and client presentations. 

• Partner with delivery teams on transitions, governance and operational excellence. 

• Lead AI, analytics, automation and transformation initiatives. 

• Manage stakeholder relationships and provide domain consulting support. 

• Drive thought leadership, knowledge management and capability branding. 

• People & Talent Management
• Drive hiring, capability building, succession planning, and retention
• Upskill people mapped to Retail banking capability and resource utilization across requirements in the BFSI domain
• Financial Ownership
• Manage P&L, revenue growth, cost optimization, and margin improvement
• Track financial performance and ensure profitability

REQUIRED PROFILE / EXPERIENCE

• 15–20 years in Retail Banking Operations, Banking Consulting or Financial Services Delivery. 
• Strong understanding of deposits, lending, cards, payments, collections and digital banking. 
• Experience in capability building, workforce planning and talent development. 
• Exposure to transformation, automation and AI initiatives. 
• Experience working with global banking clients. 
• Demonstrated experience in P&L management and revenue growth
• Strong leadership and people management skills

Skills Required:

Retail Banking Domain Expertise

• Strong understanding of Retail Banking products including Current & Savings Accounts (CASA), Consumer Lending, Credit Cards, Personal Loans, Payments, Collections, and Customer Servicing.
• Knowledge of end-to-end banking operational processes, customer journeys, and service delivery models.
• Understanding of banking regulations, compliance, KYC, AML, Fraud Prevention, and Risk Management frameworks.

Capability Building & Workforce Development

• Expertise in capability development, competency framework design, and workforce planning.
• Experience in designing learning pathways, certification programs, and talent development roadmaps.
• Ability to create and manage Centers of Excellence (CoE) and domain knowledge management frameworks.

Transformation & Innovation

• Knowledge of Digital Banking, FinTech, Open Banking, and Emerging Banking Technologies.
• Experience in delivering AI, GenAI, Automation (RPA), Analytics, and Process Transformation initiatives.
• Ability to identify opportunities for productivity improvement, customer experience enhancement, and cost optimization.

Consulting & Solutioning

• Strong solution design and proposal development capabilities.
• Experience supporting RFPs, client presentations, business cases, and transformation roadmaps.
• Ability to translate client business challenges into scalable operational and technology-enabled solutions.

Operational Excellence

• Strong understanding of SLA, KPI, Quality, Productivity, Capacity Planning, and Workforce Management metrics.
• Experience in Lean, Six Sigma, Continuous Improvement, and Operational Excellence practices.
• Ability to drive governance, performance reviews, and risk mitigation initiatives.

Stakeholder & Client Management

• Strong client relationship management and executive stakeholder engagement skills.
• Ability to influence cross-functional teams and manage global stakeholder relationships.
• Excellent communication, facilitation, presentation, and negotiation skills.

Leadership Competencies

• Strategic Thinking and Business Acumen
• Problem Solving and Analytical Thinking
• People Leadership and Coaching
• Change Management and Transformation Leadership
• Decision Making and Execution Excellence
• Innovation Mindset and Continuous Learning

Tools & Technology Exposure

• Banking Platforms (Temenos, Finacle, FIS, Fiserv, Hogan or similar)
• CRM Platforms (Salesforce, Dynamics 365, ServiceNow)
• Analytics Tools (Power BI, Tableau, SQL)
• Automation Platforms (UiPath, Automation Anywhere, Blue Prism)
• Microsoft Office Suite (Excel, PowerPoint, Visio, Copilot)
• AI/GenAI Platforms and Contact Center Technologies

 

 

 

 

EDUCATION REQUIREMENT

• Graduate in Business, Commerce, Finance, Economics, Engineering or related field. 

• MBA / PGDM preferred. 

• Banking, Lean Six Sigma, AI or Project Management certifications are advantageous. 

SHIFT / WORK ENVIRONMENT

• Open to work in a global delivery environment
• Flexible to align with client time zones

ADDITIONAL NOTES (OPTIONAL – for SR clarity)

• Experience in BPO/BPM, Shared Services or GCC environments. 
• Experience establishing Capability Centers or CoEs. 
• Exposure to UK, US or APAC Retail Banking environments. 
• Knowledge of GenAI-driven banking operations and automation solutions.