Operationalizing T2

Discussion document
20th February, 2020

1
 1 Recap of our discussion

Key topics for

Building blocks of T2 Target
discussion 2 Operating Model
today

3 Operationalizing T2

2
 1 Recap of our discussion

Key topics for

Building blocks of T2 Target
discussion 2 Operating Model
today

3 Operationalizing T2

3
Recap of our last discussion on 12th Feb

Summary

▪ TCB has delivered a solid performance over the last 4 years on the back of a customer-
centric integrated masterplan, strong management set-up and continued focus on
capability building
▪ TCB has experimented with an ‘agile’ project delivery approach as part of BB business
program and M+ project with encouraging outcomes
▪ Looking ahead, TCB has set bold aspirations for itself, which will require TCB to move on to
the next S-curve of growth and capabilities
▪ To successfully deliver on the next wave of transformation, TCB will need to significantly
shift its operating model
▪ In this context, TCB is now looking to scale up the agile delivery model through T2 - a focused,
customer-centric agile way of executing TCB’s strategy, that reinforces outcome-driven
culture in the bank
▪ As TCB prepares to operationalize T2, “People”, “Process” and “Technology” are the most
important elements – it should look to accelerate hiring of new digital talent, adopt agile as the
new way of working and invest in modernizing IT capabilities
4
TCB embarked on an ambitious transformation program starting 2015

ACCELERATE
Performance Management

UPGRADE
Foundations and Infrastructure
BUILD
People and organizational ▪ Return on Risk weighted assets
capabilities management
▪ BU – IT transformation ▪ Acceleration on Digital and Virtual
▪ Operational effectiveness bank
▪ Customer experience management ▪ Finance Transformation
▪ Business model transformation for ▪
PFS, BB, WB, GTS
HR transformation and leadership ▪ Agile development
development
▪ Data strategy
▪ Corporate Affairs transformation
▪ Customer value management
▪ Basel II

2015 - 2017 2018 - 2019 2020 onwards

5
TCB has delivered solid performance in the first phase of transformation

1
Total lending
2
Total deposits
3
Total revenues
USD Bn USD Bn USD Bn

+20% p.a. +13% p.a. +23% p.a.

9.9 10.1 0.9

6.2
4.8 0.4

2015 2019 2015 2019 2015 2019

Achieved targets consistently for the last 4 years

Source: TCB financial announcement, 2020 6

A customer-centric integrated masterplan has been the foundation of this successful
performance

TCB’s masterplan Key highlights

154 initiatives across 11

BUs/ divisions

39 critical strategic initiatives,

which account for 50+%
impact

3 waves of implementation

7
TCB has experimented with an ‘agile’ project delivery approach
as part of BB transformation and M+
Key elements implemented BB highlights
▪ Physically co-located, cross-functional teams were set-up
~35% improvement TOI
(BB transformation, M+)
per focus customer (from
132 to 180 VND mn)

▪ Initiated an agile way of working (e.g., sprint

~40% increase in TOI per
planning, backlog grooming, rigorous review
RM (from 4.7 to 6.5 VND
cadence) as part of M+
bn)

▪ Practiced delegated decision making M+ highlights

~60% improvement in Time

to Yes for Mortgage (from
▪ Deployed a test and learn approach (e.g., time-
~3 days to ~1.2 days)
to-market ~2 months vs ~12 months earlier)
20% pts. improvement in
First Time Right ratio (from
70% to 90%)
8
8
Looking Become the top bank in
Vietnam …
ahead, TCB
has set … by reaching a market cap
bold of USD 20 BN in next 5 years

aspirations … enabled by digital,

for itself analytics and technology

9
Achieving this aspiration requires a significant shift in TCB’s operating model

Typical project-based approach (“T1”) Enterprise-wide Agile (“T2”)

Part-time functional change teams, working from

Co-located cross-functional full-time squads
their divisions

Waterfall, targeting “gold standard” – long lead- Agile “test & learn iterations” – quicker to
time to market market

Following instructions Taking responsibility and ownership

Project team responsible primarily for Design Cross-functional team responsible for design and
scale-up (including Financial goals)

Individual KPIs Team-based goals/ OKRs

Quicker delegated decision-making at tribe level,

Multi-layered top-down governance
with senior oversight

Design starting from existing processes Zero-based customer-led design

Simplified, modular technology stack (e.g.,

Highly customized legacy technology stack
DevOps, Cloud)
10
T2 is a focused, customer-centric
agile way of executing TCB’s
strategy, that reinforces outcome-
driven culture in the bank

11
With this shift in operating model,
TCB would be very different in 2-3 years

TCB will be able to … … resulting in

▪ Respond to client needs almost instantly (if not

Delivery cycles of 2-4
proactively) through technology weeks (not months!)

▪ Instill a bottom-up innovation, client-centric Top quartile

culture across the organization
productivity amongst
▪ Make the lives of clients, intermediaries and regional peers
staff painless through technology (no paper, no
queues, no manual effort, omnichannel) #1 NPS amongst Vietnamese
banks
▪ Improve efficiencies through improved
employee productivity and cost efficiencies
from a leaner organization Employer of choice for
top talent in the industry

12
12
 1 Overall context of T2

Key topics for

Building blocks of T2 Target
discussion 2 Operating Model
today

3 Operationalizing T2

13
Snapshot of TCB’s Agile@Scale model (T2)
Agile@scale at TCB
10-15 tribes

40-50% of the bank staff working in an agile way

1 unified T2 Agile Operating Manual

T2 – Agile@Scale
Engine

14
T2’s target operating model design to achieve the end-state

Tribes and squads Roles and Responsibilities

Governance Performance Management

Structure People
Decision Making Talent Planning

Strategy

Micro-service architecture Technology Process Interaction model

Continuous Integration Agile ceremonies

Tools & Infrastructure Scale-up

15
T2’s target operating model design to achieve the end-state

▪ In the end-state, T2 will become an enterprise-wide

agile organization with:
Structure – 2 Channel Tribes (Retail, Corporate)
– 10 Segment and Journey Tribes
– 4 Enabling Tribes (IT, Data & Analytics, People,
Risk)
– iPMO CoE, Sales, Operations and Supporting
People Functions

▪ Over next 12-18 months, TCB should launch:

– 1 Channel Tribe (Retail)
– 6 Journey Tribes (Mortgage, Banca, Daily
Strategy Process Banking, Wealth Management, BB, WB)
– 4 Enabling Tribes (IT, Data & Analytics, People,
Risk)
– iPMO CoE and Execution cells (Sales, Ops)

Technology ▪ T2 governance should be designed to allow for faster

decision making, including setting up 2 councils - T2
council and Tribe council

16
Emerging end-state set-up for T2 COE Segment tribes Channel tribes Journey tribes Enabling tribes

Agile Delivery Unit Non-Agile Unit

Corporate Channel
Retail Channel Tribe
Tribe Marketing

(Including Agile CoE, foundational initiatives cell)

Segment Retail Corporate

CA

FMCG/ Real-Estate squads)

WB1 (Value chain based -
Daily banking – CASA,

Wealth Management
Retail – Mass, Mass

Finance

Business banking1
Affluent, Affluent

iPMO CoE
HR

Payments
Mortgage

Banca

Cards

Auto

GTS
S&D

Data & Analytics

Ops
IT

People Strategy

Risk
1 Includes Segment Squad; Both Business Banking and WB tribes can be further split into sub-tribes over time depending on the scale
17
Proposed T2 set-up for next 12-18 months COE Segment tribes Channel tribes Journey tribes Enabling tribes

Agile Delivery Unit Non-Agile cells

Retail Channel Tribe

Retail Corporate

(Incl. Agile CoE, foundational initiatives cell)

Business banking1 ( SME

WB 1 (Value chain based -

Execution cells2

Daily banking – CASA,

Wealth Management
Sales

iPMO CoE
Operations
Payments
Mortgage

lending)

FMCG)
Banca

Data & Analytics

IT

People

Risk
1 Both Business Banking and WB tribes can be further split into sub-tribes over time depending on the scale
2 Execution cell designed in the context of M+ 18
T2 governance should be designed to ensure faster decision making

Descriptions Key members

Bank
▪ For any decisions to be made ▪ Existing committees1
outside T2 set-up
committees

▪ Bi-weekly reviews with CEO and ▪ CEO (Chair)

relevant council members on: ▪ Head of TO
T2 Council
– Tribe performance ▪ iPMO Head
(SteerCo)
– Debottlenecking within T2 set-up ▪ Respective Tribe Leads
▪ Decisions escalated by Tribes, ▪ Relevant BU / Division
Financial decisions heads (e.g., PFS Head, BB
▪ Quarterly Business Reviews (QBR), Head, O&T Head)
Annual Planning

▪ Weekly reviews with Tribe leads on: ▪ Tribe Lead (Chair)

Tribe Tribe Tribe Tribe – Journey delivery plan ▪ Delegates from BU/
council council council council – Debottlenecking within journey divisions
(M+) (Banca) (Tribe 3) (Tribe 4) ▪ Journey-related decisions on ▪ Relevant BU and Division
Business, Operations, HR (Band 8-) Head (consultation as
needed)

1 Subjected to changes in new Corporate Governance structure expected in 2021-2022 19

T2’s target operating model design to achieve the end-state

Structure ▪ 25 new roles are needed to

operationalize the T2 set-up (e.g., Tribe
Lead, Product Owner, Solution
Architect, Agile Coach)
People

▪ Performance management based on

team goals/KPIs (shift from individual
Strategy Process KPIs)

Technology

20
25 new roles are needed to operationalize the T2 set-up

Business tribe IT tribe Data & analytics tribe People tribe

Business Tribe lead IT Tribe lead Data and Analytics Tribe People Tribe lead
lead

Design Lead Solutions architect Data analyst Training content designer

Agile Coach DevOps expert Data scientist Training specialist

Chapter Lead Front-end developers Data engineer

Product owner Back-end developers Data governance

Customer journey expert Test engineer Data architect

UX/CX designer Digital project manager Data security

UI Designer

21
Performance management should based on team goals/ KPIs

Thuy, Starting as a
AC Agile coach CL Chapter lead PO Product Owner
junior developer

FROM: Performance and development management

based on tenure and individual KPIs Details of the target picture: example assessment
1 Chapter lead collect’s feedback from
various sources to evaluate Thuy’s
The squad members performance
share many KPIs to ▪ Agile coach: gives feedback on
support the cooperation Squad Thuy’s ability to work agile and her
environment in reaching contribution to discussion
common goal
▪ Product Owner: gives input on
what Thuy worked on and how her
output contributed to squad goals.
AC PO ▪ Peer senior developer on the
squad: gives input on the quality of
TO: Performance and development management Thuy’s code
focused on skills mastery and team goals/ KPIs Senior FE ▪ Peer from the chapter: gives input
developer on Thuy’s development and needs
▪ 50% recognized as team for
value you brought to TCB

▪ 50% on how you grew in the Developer

chapter
2 Chapter lead aggregates feedback,
profession, e.g., developer compares Thuy to other junior
CL
Thuy’s Thuy developers, reviews functional
peer quality of her work, and makes final
evaluation and development plan

22
T2’s target operating model design to achieve the end-state

Structure ▪ All Tribes/Squads should perform 9

agile ceremonies as part of their
operating rhythm to help achieve
Tribe’s overall mission
People
▪ 5 types of interaction models have
been defined between Tribes/ Squads
and support functions for 58 services
Strategy Process

Technology

23
Each tribe should ensure alignment and right prioritization through 9 Agile ceremonies (1/2)

1 Annual planning Board-and Tribe Lead-level

ceremonies are aimed at
2 Quarterly Business Review cycle (QBR) vertical and horizontal
synchronization
3 Supersprint planning

Tribe-level ceremonies are

4 Product synchronization (PO Sync)
aimed at achieving alignment
among Squads within a Tribe
Quarter (12 weeks)

Sprint 1 Sprint 2 Sprint 3 Sprint 4 Sprint 5 Sprint 6

Squad-level ceremonies are
(2 weeks) (2 weeks) (2 weeks) (2 weeks) (2 weeks) (2 weeks)
aimed at achieving alignment
among Squad members
Sprint (2 weeks – length adjusted by the squad as necessary)

Tue Wed Thu Fri Mon Tue Wed Thu Fri Mon

6 Daily stand-up

7 Squad backlog refinement

5 Sprint planning 8 Sprint review 9 Retrospective

24
Each tribe should ensure alignment and right prioritization through 9 Agile ceremonies (2/2)

1 2 3
Annual Planning Quarterly Business Review Supersprint planning
What: Review and align Tribe’s strategic priorities, What: Review Tribe’s OKRs in previous quarter, align What: Review the goal and backlogs for
annual plan, budget and resources next quarter’s priorities and OKR the Supersprint (across sprints in the quarter) including
cross-sprints dependencies
Who: T2 Council, Tribe Lead Who: T2 Council, Tribe Lead
Who: Tribe Lead, Product Owners

4 5 6
Product Owner Synchronization Sprint planning Daily Stand-Up
What: Review and update synchronized product What: Review and prioritize backlog for next What: Review progress and set goals for the day
roadmaps across Squads (incl. any interdependencies) sprint (1-2 weeks)
Who: Product Owner, Squad members
Who: Tribe Lead, Product Owners, Solution Architect Who: Product Owner, Squad members

7 8 9
Squad backlog refinement Sprint review Retrospective
What: Update sprint backlog based on any new What: Review tasks completed in sprint and What: Team talk to discuss improvements in the
development (as needed) discuss progress way the team works

Who: Product Owner, Squad members Who: Product Owner, Squad members Who: Product Owner, Squad members
(no one else to attend)

25
T2 units will need to interact with Support Functions for 58 services

▪ New employees ▪ Credit risk model

validation
onboarding to bank
▪ Payroll management
9 7 ▪ Portfolio risk
management

HR Risk

▪ IT system maintenance ▪ Financial performance

▪ Data storage 12 IT Finance & 8 reporting
▪ IT system procurement
Accounting
58
services
▪ Collections and Operations Marketing ▪ BTL Offline marketing
recoveries 5 6 events
▪ Marketing creatives
▪ Fraud and AML handling
S&D CA

▪ Customer request
handling ▪ Regulatory reporting
▪ Customer complaints 6 5 ▪ Litigation
management

26
5 interaction models have been defined for these 58 services

Interaction models Description Cost allocation

1 Embedded as part of Fully absorbed as part of T2 tribes/units to deliver on Direct FTE cost
specific parts of customer experience and products, e.g. risk to T2 set-up
T2 tribes/units
Digital Marketing

Resources deployed to T2 tribes/units for a specific scope Direct FTE cost

2 Flow-to-work
and timeline, e.g. legal advisory and compliance advisory to T2 set-up

Set up dedicated teams within support functions to service FTE cost

3 Servicing through
T2 customer experience and product requirements, e.g. allocated to T2
dedicated units for T2
customer request handling and complaint management set-up

Deliver ad-hoc support to T2 set-up from supporting

4 Servicing through Same as for
functions based on agreed scope of work and timeline of the
SLA alignment Main Bank
service request, e.g. IT procurement

Deliver off-the shelf service support for T2 (similar to Same as for

5 Off-the-shelf service service for any other BUs) from supporting function, e.g. Main Bank
regulatory reporting and payroll management
27
T2’s target operating model design to achieve the end-state

Structure ▪ A modular, micro-services based IT

architecture should be deployed to
ensure reusability and flexibility

People
▪ DevOps capability should be built to
enable Continuous Integration /
Continuous Deployment
Strategy Process

Technology

28
TCB should use microservices in order to make its architecture more resilient and flexible

Motivated by the challenges of traditional monolithic

architecture ~500 small and independent services

All capabilities locked inside a Identity

single code package service
Policy
service
Claims
service

Decision Customer
service service

From: To:
▪ Build from scratch features and core components ▪ Quick-deployable, reusable, and autonomous
every time microservices
▪ Each new feature requires extensive testing ▪ Pre-tested services reduce testing time
▪ Complex upgrades due to high rates of internal ▪ Easily update individual services without
dependency disruptions
▪ Costly scaling to accommodate changes in traffic ▪ Easily scale individual services up or down to
and usage meet new demand
29
A tiered API structure will enable TCB to identify the reusability level of the APIs depending on
its function
New platforms – transfer power direct to business users API catalogue

Current Accounts Credit cards Mortgage Global API catalogue (contracts, design, semantic data
requirements, etc.) managed centrally by service
design team to accelerate reuse where possible

Account Ser- Account Ser- Account Ser-

▪ Process APIs (e.g. orchestration for a Low
specific product), built for the specific
onboarding vicing onboarding vicing onboarding vicing
use of an app or service usually
complementing or calling core APIs.
Challenging to Reusability is desirable but hard to
Process APIs
reuse, can be accomplish
(purpose-built APIs for apps)
application specific

Are built as reusable

▪ Core APIs (e.g. account summary),
Core (Domain) APIs
general purpose APIs designed to Level of
components (orchestration, composable APIs)
fulfil the needs of several process reusability
APIs. Design for reusability is
necessary
Must be built for System APIs
reuse (legacy modernization, connectivity to SaaS apps, web services & RESTful APIs)
▪ System APIs (e.g. expose xx account
data), backend specific APIs
designed to expose the data
contained in those systems. Design
SaaS Main- FTP, Data- Web Legacy Applica- for reusability is a priority
High
apps frame Files bases services Systems tions

30
TCB should build a Continuous Delivery pipeline that allows frequent releases

FROM: Manual testing, Details of the target picture: automated delivery pipeline
integration, and deployment ▪ Spin up dev and test
activities Automated environments
1 provisioning ▪ Activate storage and
processing capacity

▪ Fix bugs/errors/changes
Test-driven ▪ Agree test cases
2 development ▪ Code test cases Submit code for
Dev Test Deploy- ▪ Code functionality testing and review
ment

Automated Show
3 testing failed tests
▪ Run unit tests Put code in
review queue
TO: Automation of testing,
Automated Specify required improvements in code
integration, and deployment
4 code quality organization and readability ▪ Review code
activities (CI/CD) reviews ▪ Approve code for Commit code to
submission main version

Continuous Show code conflicts ▪ Integrate code into

5 integration Show build errors main version
▪ Build main version Deploy binary to
▪ Run integration test pre-production

Dev Automated test

Continuous Show errors from pre-production ▪ Run regression tests in
and deployment 6 deployment pre-production

31
 1 Overall context of T2

Key topics for

Building blocks of T2 Target
discussion 2 Operating Model
today

3 Operationalizing T2

32
Operationalizing T2 requires focused effort across 9 elements

new T2 roles – finalize

1 Formalize the proposed T2
set-up and governance 3 Operationalize
success profiles, EVP, performance
management
Launch front-runner tribes –
2 Banca, Enabling tribes (IT,
Data & Analytics, People),
4 Set-up and operationalize T2 Recruiting
War Room to accelerate hiring
iPMO CoE Structure People
5 Define and launch a role-based
capability building plan

6 Roll-out a comprehensive employee

engagement plan (incl. BOM T2
immersion, Go-See-Learn visit)

Strategy
8 Define a future proof
enterprise IT architecture 7 Test and refine the T2 operating
model through M+ and Banca
Technology Process
9 Build the next generation IT
capabilities (e.g., DevOps) for
Enterprise Agility

33
T2 operationalization plan for next 12-18 months (1/2)
2020 2021
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul

1 Formalize T2-
setup
Formalize the proposed T2 set-up and governance (incl. policy and process changes)

2 Launch front-
runner tribes
M+, Retail Channel scale-up

Set-up : Banca, IT, Data &

Wave 1: Build and Operate Wave 2: Operate and scale-up
Analytics, People

Structure Set-up : Risk+ 2 (BB/ Wave 2: Operate

Wave 1: Build and Operate
WB/Savings/ Wealth) and scale-up

Set-up: 2 (BB/ WB/

Wave 1: Build and Operate Wave 2
Savings/Wealth)
Ongoing resource management, portfolio management and T2 governance
Set up IPMO COE

3 Operationalize
new roles
Finalize success profiles,
EVP for the new roles

4
Set-up T2 Operationalize Continue hiring for the T2 end-state
Recruiting Execute hiring for
T2 recruiting
War Room front-runner tribes
war room

Launch Design role-based learning

People 5 capability
building
journey
Execute role-based learning journeys

Agile 101 Courses (as needed)

6 Roll-out
employee BOM T2
BOM Go-See-Learn

engagement immersion Organization-wide communication plan and ongoing employee engagement

34
T2 operationalization plan for next 12-18 months (2/2)
2020 2021
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul

Ongoing implementation of the refined interaction model

Test and refine the interaction
Test and refine model in the context of M+
7 Agile TOM
through Front- Ongoing implementation of the refined Daily Operating Model
Process
runner tribes Test and refine the Daily Operating Model
of Tribes/Squads through M+, Banca

8 Define future
proof enterprise Define enterprise-wide
IT architecture
Phased roll-out of the end-state, enterprise-wide architecture (incl. micro-services)
IT architecture

Ongoing solution development and implementation for Business Tribes, in line with the enterprise architecture

Technology
9 Build next
generation
Develop road-map for
Continuous Integration Phased roll-out of the automation capabilities to enable Continuous Integration and Deployment
IT capabilities for And Deployment
Enterprise
Agility
Infrastructure upgrade Ongoing infrastructure upgrade as needed
to support
Enterprise agility

35
1.FORMALIZE T2 SET-UP
T2 set-up needs to be formally approved with changes made in TCB’s policies/ processes

1 T2 Structure 2 Governance 3 Processes (incl. interaction

Dimensions

model)

▪ Secure approval for the proposed ▪ Secure approval for the proposed T2 ▪ Secure approval on the proposed
interim T2 structure councils interaction model between T2 set-up
▪ Detail out the mandate of each unit ▪ Outline the mandate of each council, and supporting functions
within the T2 structure including participants, agenda, ▪ Detail out the SOPs for each type of
▪ Secure approval for the proposed associated processes service in the context of M+
roles within the T2 structure ▪ Secure approval for the proposed ▪ Detail out the cost allocation
▪ Secure approval on the EVP of each changes in the decision making methodology for each type of
Check-list

role including career path, ▪ Outline the authority for each interaction model
compensation, band structure category of decision making ▪ Secure approval for the process
▪ Change HR policies and processes ▪ Develop SOPs for each type of associated within T2 – resource
to reflect the new T2 roles decisions management, portfolio value
management, budgeting
▪ Update bank’s overall corporate
governance framework with the T2 ▪ Update policies and develop SOPs
governance for the T2 processes

36
2. LAUNCHING FRONT-RUNNER TRIBES
Launching each of the front-runner tribe is an 8-12 weeks effort

Stage Team set-up for Team set-up for

0 1 2 Tribe Launch
Gates Pre-work Exploration phase

Build, test, Execute and

Set-up: Pre-work Exploration
and learn scale up

▪ High-level business ▪ Zero-based design of ▪ Redesigned journey ▪ Realized financial

case e2e customer journey with new solutions impact
Key ▪ Plan for exploration ▪ Proposed solution set launched ▪ Scale-up of journey
output phase (incl. resources) and product roadmap ▪ Test and learn of the
▪ Proposed squad new solution
design for solution build

▪ BU Head/ Head of TO ▪ Tribe Lead ▪ Tribe Lead ▪ Tribe Lead

Owner ▪ Tribe Lead

Timeline ▪ 2-4 weeks ▪ 6-8 weeks ▪ 6-9 months ▪ 12-18 months

37
 0 1 2
2. LAUNCHING FRONT-RUNNER TRIBES
Stage Gate 0: T2 Council needs to constitute a small team for pre-work Set-up: Pre-
Exploration
work

Stage Gate Checklist for Stage Gate 0 approval

0

Objective Approval to set up a small Proposed customer journey is part of BU’s masterplan
team to:
Tribe Lead has been appointed
▪ Define the scope of the
customer journey 2-3 member working team has been identified

▪ Develop a high-level
business case

1 2

Decision T2 Council
authority

38
2. LAUNCHING FRONT-RUNNER TRIBES 0 1 2

Pre-work phase: Team defines scope of the proposed customer journey and Set-up: Pre-
Exploration
develops a high-level business case work

Key Output
Team setup needed
High level business case and
▪ Tribe Lead (Owner) scope of customer journey
▪ 2-3 CJEs ▪ Market opportunity size
▪ High-level expected financial
impact
Activities

Week 1 Week 2 Week 3 Week 4

Resource plan for the
exploration phase, e.g.,
Opportunity scan Business case development – Customer Journey Experts
▪ Conduct external research on market ▪ Estimate high-level financial impact – CX Designer
▪ Evaluate TCB’s current position ▪ Plan for resource needed – Architect
▪ Define business opportunities by for the exploration phase – Data analyst
segments ▪ Develop business case proposal

39
 0 1 2
2. LAUNCHING FRONT-RUNNER TRIBES
Stage Gate 1: Team secures TECO approval for starting the exploration phase Set-up: Pre-
Exploration
work

Stages Gate Checklist for Stage Gate 1 approval

1

Objective Approval of: Scope of the customer journey has been defined

▪ Proposed scope of the Business case for the proposed journey has been developed
customer journey
Exploration phase working team has been identified
▪ Business case
Weekly/ Bi-weekly cadences have been set up to update
▪ Team set-up to proceed progress
with the exploration
phase High-level CAPEX-OPEX budgeting plan

Decision TECO – Transformation

authority Kick-off

40
 0 1 2
2. LAUNCHING FRONT-RUNNER TRIBES
Exploration phase: Team defines the proposed end-state customer journey Set-up: Pre-
Exploration
work

Key Output
Team setup needed
▪ Tribe Lead (Owner) ▪ Architect Solution set
▪ Customer Journey Experts ▪ Data analyst ▪ Solution elements map
▪ CX/ UX Designer ▪ Product roadmap
▪ Prioritized workplan
Activities ▪ Estimated financial impact
Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8
▪ Capex and Opex required

Team set up Agile set-up Finalize tribe design

▪ Conduct agile training Final tribe design
▪ Onboard team members ▪ Detail out squad’s scope,
▪ Prepare agile facilities roles, OKR, impact ▪ Scope and roles of each squad
Zero-based design
▪ Identify squad members ▪ OKRs
▪ Map out e2e customer journey ▪ Prepare high-level squad ▪ Squad members needed
▪ Conduct customer research backlogs
– Within T2 set-up
▪ Identify solution set and define proposed product roadmap ▪ Plan for external resources
▪ Map out solution elements/ features into squads – From BUs

41
 0 1 2
2. LAUNCHING FRONT-RUNNER TRIBES
Stage Gate 2: Team secures T2 Council’s approval to launch the tribe Set-up: Pre-
Exploration
work

Stages Gate Checklist for Stage Gate 2 approval

2

Objective Approval to launch the new Diagnostic and solutions mapped to customer journey
tribe and start “Build-test-
Detailed squad scope, OKR
learn” phase
Detailed squad member requirement for build phase

Agile cadences set-up to update progress

Decision T2 Council (SteerCo)
Detailed CAPEX-OPEX budgeting plan
authority
Agile trainings conducted and planned for build phase

Agile facilities ready to move in

High-level list of backlogs

42
2. LAUNCHING FRONT-RUNNER TRIBES
A clear checklist exists to ensure that first release of any tribe is set up for success

Description

Viability The 1st release is scoped and set up in a way that it provides a decent chance of success
Appropriate
for 1st Release Visibility Unit is highly visible and will act as a ‘lighthouse’ for other units within the organization
Clarity of objectives The 1st Release has a clear set of objectives, which are measurable and agreed upon upfront by leadership
Leadership commitment Leadership is committed to the transformation, including transitioning to the role of servant leaders, role modelling
transformation behaviors and being open to coaching and feedback

Talent Unit is staffed with appropriate functional talent, which is amenable to coaching and open to work differently. i.e. with
“Incremental Delivery” and “Minimum Viable Products”

Organizational Unit is not hindered by organizational impediments (e.g. ongoing transformation initiatives) which might prevent it from fully
impediments engaging in the transformation

Scope Fit Representability The scope is representative (e.g. size, work type), to successfully showcase benefits
Technical feasibility The scope is suitable for delivery in the Agile Target Operating Model
Complexity The scope has moderate complexity i.e. not completely standalone but without numerous interdependencies and no new
technology being introduced

Risk Investing in developing a product or service within that scope has limited critical risks for the business
Setting Environment The release environment is stable (e.g. in terms of location, roles commitment), to avoid mixing results
Team The team is fixed with co-located full-time members and committed 100% capacity
Sourcing The unit has contracts allowing for Agile development (e.g. software developers via a vendor)
Impact Working Agile for this unit has clear advantages vs status quo to justify effort and risks
Business Involvement The unit can dedicate clear Business commitment in terms of resources and respective time commitment (e.g. fully
committed PO working side by side with team)

43
2. LAUNCHING FRONT-RUNNER TRIBES
Setting up iPMO CoE will involve focused effort across several dimensions

1 T2 Governance 2 Mapping of T1
3 Resource management 4 Portfolio value
5 Interaction model
Dimensions

initiatives to T2 management and operationalization

structure output tracking

▪ Secure approval of the ▪ Secure BOM alignment on ▪ Set up the processes for ▪ Establish the output ▪ Secure BOM and BOM-1
proposed governance for T2 roadmap resource management in tracking process – commitment towards the
T2 ▪ Detail out the implications the T2 set-up templates to track OKRs proposed interaction
▪ Change bank policies and for each masterplan ▪ Create a catalogue of the and review cadence model
define detailed processes initiative – based on the existing resources and ▪ Coordinate with Finance ▪ Detail out the processes
to reflect the new mapping to new T2 respective skill map to finalize the financial of interaction model in the
governance structure ▪ Finalize the tracking tools reporting of each tribe – context of M+
▪ Detail out the SOPs for ▪ Map out current resources for ongoing resource including revenue, cost ▪ Test and refine the
each of the proposed to the new mapping of T1 deployment and allocation interaction model in the
Check-list

councils initiatives (across T1 set- monitoring ▪ Perform the role of “VC context of M+
▪ Detail out the SOPs for up, foundational initiatives, ▪ Coordinate with respective funding” custodian in the ▪ Finalize SOPs for the
each type of decision initiatives moved to main Business Tribes and quarterly reviews, i.e. interaction models,
making bank) Enabling Tribes to ensuring tribes deliver on applicable for future tribes
▪ Secure BOM alignment on forecast upcoming their initial commitment to
▪ Test and refine secure next tranche of
governance the resource mapping and resource requirement
way forward for each budgets
cadence – T2 councils, ▪ Coordinate with Recruiting
Tribe councils initiative war room to source
▪ Finalize the cadence of T2 adequate profiles to meet
governance for each the forecasted
operational tribe requirement

▪ Facilitate T2 council
44
 3. OPERATIONALIZE NEW ROLES

Finalize success profile of each role

All the new Secure approval of Employee Value Proposition for

roles in the T2 the new roles (incl. career path, compensation)
set-up need to Define the performance management system for the
be new roles

operationalized Revise HR policies and processes (as needed) to

formalize the new roles

Work with the Recruiting war room to source the profiles

and onboard new roles

45
4. SET UP T2 RECRUITING WAR ROOMS
TCB needs to set up a T2 recruiting war-room to meet sourcing needs for T2 talent (1/2)

Enable an agile-HR approach to compete with native

agile and digital organizations for top talent

Enforce commitment to agile talent and

transformation, with a dedicated team and physical
space

Accelerate recruiting immediately while also

developing self-sustaining talent acquisition capabilities

Build dedicated agile recruitment strategy, by re-

imagining candidate journey and revamping
recruiting and assessment materials

46
4. SET UP T2 RECRUITING WAR ROOMS
TCB needs to set up a T2 recruiting war-room to meet sourcing needs for T2 talent (2/2)

Business owners/ Technical

leads
Recruiting brand building Contracting agencies and
and awareness consultants
Overcome legacy perceptions, be Leverage all possible outsourced
inspirational recruiting sources
T2 Recruiting
External full time recruiting War-room Internal transfer recruiting

Strong presence in all channels, Identify relevant skilled personnel

online and physical spaces, including internally to move to newer roles as
non-traditional channels (e.g., digital appropriate
communities, hackathon events)

Recruiting tools and

marketing assets

47
4. SET UP T2 RECRUITING WAR ROOMS
TCB could Buy, Build or Rent to secure T2 talent

Buy (e.g., hire)

Build (e.g., upskill, reskill)

Rent (e.g., rent new, external workers)

48
4. SET UP T2 RECRUITING WAR ROOMS
BUY: T2 recruiting war room can accelerate hiring of external candidates

Resume Interview and

Identify Source shortlisting evaluate Offer Onboard
▪ Finalize the JD/ JS ▪ Source based on ▪ Shortlist the ▪ Structured, ▪ Make offer to the ▪ Provide selected
for various roles to the JD/JS and resume based on standardized, and selected candidates an
be recruited EVP defined criteria objective interview candidates overview of TCB’s
▪ Finalize the criteria ▪ Use both traditional process, conducted ▪ Discuss vision and
for shortlisting and and non-traditional by subject matter compensation and approach
Process
selection sources experts, iPMO and other terms & ▪ Run the technical
overview
leadership team conditions on-boarding
▪ Expand the talent
pool to include process
Vietnamese as well
as non-Vietnamese

T2 recruiting ▪ Finalizing the ▪ Ensure broadening ▪ Shortlisting in ▪ Interviewing in ▪ In conjunction with

war room JD/JS and of the sourcing conjunction with conjunction with HR & iPMO
recruiting criteria in pools beyond iPMO iPMO, Business
discussion with standard sources Tribe Leads
iPMO CoE

Tracking of the recruiting process along with periodic updates to the leadership team

49
4. SET UP T2 RECRUITING WAR ROOMS
RENT: T2 recruiting war room should also explore a few options to ‘rent’ talent

Activating the
Forming Outsourcing an Contracting out gig economy by Open-sourcing
strategic entire function work to an creating discrete, assets to
partnerships organization or paid tasks for encourage certain
(e.g., JVs) individual free-lancers work

Example: Use Example: Instead of Example: Engage Example: Leverage Example: Open up
academic solving for lowest specific, vetted external task platforms to
partnerships to cost, “nearshore” contractors for providers to effectively
access students with to regions with new, in-demand support surge ‘crowdsource’
agile training to high-skill talent and skillsets (e.g., agile capacity, function and
augment scarce cultural compatibility coaches) including contractors usability testing
mission- (e.g., UX designers) and a two-sided gig
critical skillsets economy market for
delivery tasks (e.g.,
agile coaches,
designers, other
squad members)

50
4. SET UP T2 RECRUITING WAR ROOMS
Key roles for new tribes in T2 set-up are fulfilled through top-down appointment
Inform/ Instruct

Select/ appoint
CEO
Providing resource

Instruct relevant stakeholders to initiate

selection process/ release resource

BU Head CTOO iPMO Head Support functions

Tribe lead Tribe Lead Agile Coach

Product owner(s) Chapter Lead(s)

New Tribe
51
4. SET UP T2 RECRUITING WAR ROOMS
Squad member roles in Tribes should be fulfilled by competitive selection process
Preferred option

A. Top-down appointment B. Mapping against current responsibilities of C. Competitive selection

employees
Direct appointment of employees by managers without Indirect appointment by HR, supported with mapping of end Formal selection process with active
formalized criteria to end processes against employees encouragement of top talents to apply for the
Squad member positions

Agile squads
Chapter leads (CL)

Squad members (SM)

Easy to execute, no significant pre-work or Easy to execute, no some pre-work required Provides momentum to change culture
dedicated interview time required and mindset
Provides transparency on overlapping functions
Risk of recreating current organization with new Ensures the “right person at right place”
names of roles, status quo mindset and ways of Transparency of staffing process
The most transparent and fair process for
working Risk of recreating current organization with new names employees
of roles, status quo mindset and ways of working
Lack of transparency and fairness of staffing Requires significant dedication of
process resources from HR and leaders
Relatively higher stress for employees

52
4. SET UP T2 RECRUITING WAR ROOMS
Competitive selection process enables employees to voluntarily apply for desired positions

Application/
Resource request Job posting Selection
Assessment

▪ Tribe lead informs iPMO ▪ iPMO communicates ▪ Candidates voluntarily ▪ Chapter Lead (or Tribe
of the resource open positions (JD, skill apply for open positions Lead) interviews
requirement for the requirements…) to based on personal shortlisted candidates
squads – respective resource pool interest and self- and select best suited
– Number of FTEs for – iPMO pool assessment capabilities members for their own
squad/tribe
respective role (i.e. – Full bank ▪ iPMO conducts
Dev engineer, foundational capabilities ▪ Candidates can choose
Customer journey assessment and shortlist their team if they are
expert…) suitable candidates selected by more than
1 units
– Skills required ▪ Strong candidates can be
encouraged to apply – no
forced allocation

External hiring to be considered if resource requirements cannot be met by internal pool

53
5. CAPABILITY BUILDING
Role-based learning journeys need to be defined and operationalized for all key T2 roles –
Illustration of a PO learning journey
Product Owner
Learning Journey
Week 0 Week 1 Week 2 Week3 Week 4 Week 5 Week 6 Week7 Week 8 Week 9 Week 10 Week 11

Test your PO self- 360 pulse 360 pulse Test your Program
knowledge assessment survey1 survey 1 knowledge close
Assessments quiz quiz assessment
a
& reflection

Self-paced online courses (1h each) on foundational topics

Intro to Customer Managing a Intro to design

Online content Agile 101
b Insights Product Backlog thinking
& courses
Product Owner
Defining an MVP Technology Basics Power of Digital
Essentials

Kick-off and design Cohort workshops 1 Cohort workshop 2 Cohort workshop 3

In-person cohort learning plan
workshops 2-days Design-2-Customer ▪ Fundamentals of Agile ▪ Managing a Product backlog ▪ Creating roadmaps and
c
and workshop ▪ Scrum Essentials ▪ Leveraging technology for Agile release planning
simulations ▪ Design Thinking development ▪ User testing
1-day Hackathon ▪ Sprint 0 ▪ Creating Product Vision ▪ User interviewing

Side-by-side- Coaching check-ins

On-the-job learning, 1:1 coaching and live problem
d coaching &
solving – Agile Coaches
shadowing

Access content library of videos, articles

Digital library
e Online game to practice skills and knowledge
pocket app Behavior Behavior Behavior
Opportunity to acquire recognition through badging nudges nudges nudges

54
6. EMPLOYEE ENGAGEMENT
A comprehensive employee engagement plan needs to be created and delivered across all
levels in the organization

BOM T2
immersion
CEO/ BOM-led
Big Boom
Townhalls
Announcement
CEO/ BOM-led
BOM Go-
See-Learn Townhalls
FEB JUN
Agile Immersion
sessions
APR

MAR MAY

Periodic organization-wide updates on T2

55
6. EMPLOYEE ENGAGEMENT
TCB management should consider Go-See-Learn visit

Banks What to expect on Go-see-learn? Potential dates and location

One of the top-10 private banks ▪ Agile transformation of retail customer ▪ Feb 27, Lisbon
worldwide, with significant presence journey (focused on mortgage) ▪ Mar 27, Lisbon
in Portugal

One of the leading banks in Czech ▪ Agile@scale in the HQ delivery ▪ Mar 5, Prague
Republic and a member of the organization with 1,300+ FTEs ▪ Apr 23, Prague
Société Générale group

One of the top-3 largest banks in ▪ Agile@scale transformation in retail ▪ Apr 2, Utrecht
the Netherlands banking with 3,000+ FTEs

The largest bank in the Middle East ▪ Agile@scale, end-to-end technology TBD
region transformation

Other potential
visits in future

56
7. TEST AND REFINE T2 TARGET OPERATING MODEL
Each tribe will work in an iterative model to bring products to the market

A co-located, cross- … the team will re-

functional team will be imagine the new
assembled… experience…

… and zero base the … an MVP will be

business process/ agreed to start agile
operating model to build…
support the target
experience…

… and built through … a model office will

multiple two-week be established to
sprints… test/refine the solution

57
7. TEST AND REFINE T2 TARGET OPERATING MODEL
The T2 operating model will be institutionalized as TCB’s new way of working

T2 Team T2 Process T2 Mindset

Courage to try
Daily new things

stand-ups Transparency

MVP thinking
Sprint Learning by
(1-2 weeks) doing

Team ownership

Sustainable pace

▪ T2 teams will be integrated, co- ▪ Based on the initial workplan, ▪ Teams will fully internalize T2
located team sharing end-to-end teams will apply an iterative cycle values that inform their day-to-
responsibility for the of planning, implementing, day activities and behaviors,
transformation and collaborating in testing outcomes, learning and making them a more effective,
an open and creative environment improving the way of working efficient and fun team

58
7. TEST AND REFINE T2 TARGET OPERATING MODEL
Tribes will have the T2 mindset internalized as part of their day-to-day activities

Courage to try ▪ Openness towards change and its implications

new things ▪ Willingness to take ‘leap of faith’ and just try out new things
▪ Full transparency and end-to-end about own tasks
Transparency ▪ Readiness to fail enabled by safety net provided by transformation team
and leadership council

▪ Minimum-viable-product (MVP) thinking in every aspect of day-to-day work

and deliverables
MVP thinking
▪ Re-use existing assets rather than re-invent the wheel
▪ Impact is changes in people, not in amount of pages created
Learning by ▪ Learning by trying things instead of just talking about them
doing - together ▪ Commitment to take over (new) tasks and responsibilities
▪ Responsibility is shared across entire transformation team
Team ownership
▪ Help fellow transformation team members
▪ Working pace can be sustained indefinitely
Sustainable pace
▪ The transformation is a marathon, not a short race

59
7. TEST AND REFINE T2 TARGET OPERATING MODEL
Tribes will set up the Tribe Obeya room, a space to jointly celebrate progress and resolve issues

Performance wall Performance wall

Selection of dashboards
showing the current
Action board
performance of a Tribe, e.g.,:
▪ Tribe’s business metrics List of actions Tribe
▪ DevOps continuous leadership has to act
integration metrics of upon to ensure smooth
every squad in a Tribe running of the Tribe (e.g.,
▪ Agile maturity survey abcdefghi
impediments, actions
results based on Obeya findings,
Tribe
▪ Velocity of every squad in Obeya room
escalations)
a Tribe

Improvement wall Action Board

Improvement wall Portfolio Wall

Overview of the abcd abcd abcd abcd abcd abcd
A high level backlog of
improvements the Tribe Epics per every squad
is working on based on for the upcoming sprints
Plan-Do-Check-Act and a list of
structure dependencies between
Portfolio wall (Feature Wall) squads

60
8,9 ENTERPRISE ARCHITECTURE AND NEXT GEN IT
TCB needs to assess the current state of IT architecture and readiness for digital delivery in
the context of T2

IT Architecture Readiness Digital Delivery Readiness

 Integration layer usage in customer journeys  DevOps and CI/CD Pipeline

prioritized for digitization  Code Control and Engineering Excellence
 Separation of business logic from integration layer
 API driven delivery
 Business logic abstracted to loosely coupled
 Presence of end to end automation for testing,
Microservices
deployment and infrastructure orchestration
 Application landscape  Containerization
 Data creation, ingest, transformation and storage
 Private cloud setup and public cloud readiness
 Analytics capabilities
 Security policy and tooling
 Infrastructure
61
8. ENTERPRISE ARCHITECTURE
Clear roadmap needs to be developed for Architecture modernization - Illustration

Scale-up
(~18-24+ months)
Expand
(~6-12+ months)
MVP release
(~4-6 months)

Objective Setup foundational capabilities E2E for teams with Expanding adoption, talent and performance tracking Scale-up to prove global reuse, adoption and cost
foundational reusable APIs, cloud, release to ensure usage and value unlock efficiencies through retiring solutions
Core banking APIs Customer profile APIs Next-best-action APIs
Channels APIs Know your customer (KYC) process APIs Open API external Fintech integration APIs
1. Bank-as-a-Service
Identity and authentication APIs Electronic signature APIs Global account integration APIs
(BaaS) APIs
… … …
Enterprise notification APIs Fraud monitoring APIs Global payments APIs

Setup hybrid cloud platform and environment Intelligent reliability metrics and monitoring Advanced cloud resource and operational mgmt.
Standardize cloud product catalog for teams Setup SRE operating model Standardized ops process (e.g., error budget, etc.)
2. Cloud platform
… … …
Capabilities

Wave 1 cloud migration Wave 2 cloud migration Wave 3 cloud migration

Standardize and automate CI/CD pipeline Mirrored standard environments for testing Majority of platforms through standard CI/CD pipeline
3. Release management
Redesign release process with quality gates, controls Advanced release techniques (e.g., blue/green, etc.) Advanced testing (e.., HA, chao testing, etc.)

Setup of API management platform External marketplace API platform Biometrics platform

4. Enterprise Workflow orchestration platform Chat-bot and AI voice platform Peer to peer transaction platform
capabilities … … …
Wave 1 of legacy remediations Wave 2 of legacy remediations Wave 3 of legacy remediations

Capability “Dojos” on Cloud, APIs, DevOps Portfolio planning, roadmap and governance Evolving enterprise process (e.g., funding, etc.)
5. Transformation core
Operating model “MVP” for program, teams Performance and value tracking via OKRs Multi-BU and geo prioritization and planning
team
Hiring of new engineering talent Continued hiring of new engineering talent Vendor partner ecosystem
62
8. ENTERPRISE ARCHITECTURE
A tiered API structure will enable TCB to identify the reusability level of the APIs depending on
its function
New platforms – transfer power direct to business users API catalogue

Current Accounts Credit cards Personal Loans Global API catalogue (contracts, design, semantic data
requirements, etc.) managed centrally by service
design team to accelerate reuse where possible

Account Ser- Account Ser- Account Ser-

▪ Process APIs (e.g. orchestration for a Low
specific product), built for the specific
onboarding vicing onboarding vicing onboarding vicing
use of an app or service usually
complementing or calling core APIs.
Challenging to Reusability is desirable but hard to
Process APIs
reuse, can be accomplish
(purpose-built APIs for apps)
application specific

Are built as reusable

▪ Core APIs (e.g. account summary),
Core (Domain) APIs
general purpose APIs designed to Level of
components (orchestration, composable APIs)
fulfil the needs of several process reusability
APIs. Design for reusability is
necessary
Must be built for System APIs
reuse (legacy modernization, connectivity to SaaS apps, web services & RESTful APIs)
▪ System APIs (e.g. expose xx account
data), backend specific APIs
designed to expose the data
contained in those systems. Design
SaaS Main- FTP, Data- Web Legacy Applica- for reusability is a priority
High
apps frame Files bases services Systems tions

63
9. NEXT GEN IT CAPABILITIES
An integrated DevOps tool chain covering all steps of the full software development lifecycle
needs to be deployed

1. Plan 4. Package/ Pre-prod 5. Release

Plan is an ongoing activity where Preprod includes the activities Release includes activities
the application business required once the release is ready to schedule, orchestrate, provision
requirements are included with for deployment and deploy software
ongoing application code change into production

2. Create 6. Configure

Create includes all the activities Configure is an integral activity

associated with the creation of throughout the DevOps toolchain,
the code release candidate but no application is an island

3. Verify 7. Monitor

Verify includes all the activities Monitor focuses on the health

required to ensure the quality of of the application, IT infrastructure
the release and business processes

64
 End of
Document

65
Appendix

66
3. WHAT ARE THE NEW ROLES IN THE T2 SET-UP?
List of roles in Business Tribes (1/2)
Role Summary of responsibilities

Business
Tribe 1.1 Tribe lead ▪ Leads the formulation of the Tribe and Squads missions and goals and implements them through
developing Tribe product vision and managing product lifecycles, shaping the tribe backlog and
representing the tribe in QBR
▪ As volume rolls-in, tribe leads need to be responsible for the P&L

1.2 Solutions ▪ Responsible for the development of the technology solutions and mapping the business requirements to
architect systems/technical requirements to ensure they are in line with the enterprise architectural plan

1.3 Agile Coach ▪ Responsible for efficiency of Tribe processes and coaching squads across the Tribe
▪ Holds regular Agile ceremonies (Product synchronization, sprint retrospectives etc.) and ensures continuous
improvement of the Tribe on Agile maturity

1.4 Chapter Lead ▪ Responsible to develop competencies of chapter members and balances resources within the tribe
▪ Ensures exchange and communication between similar functions across squads

1.5 Design Lead ▪ Responsible for creating and influencing the creation of elegant user experiences that facilitate the
capture of Business Impact
▪ Supervises product design teams across deliverables such as design specification documents, user flows,
wireframes, etc

67
3. WHAT ARE THE NEW ROLES IN THE T2 SET-UP?
List of roles in Business Tribes (2/2)
Role Summary of responsibilities

Business
Tribe 1.6 Product owner ▪ Responsible for releasing a product that meets the customer's needs (in line with Squads mission and
OKR)
▪ Defines and prioritizes requirements for squad members

1.7 Customer ▪ Holds end-to-end responsibility for the development, management, harmonization and implementation of
journey expert business related requirements (corresponding to respective expertise)
(CJE) ▪ Expertise required differs between journeys – may include credit risk process, pricing, product, partnership,
etc.

1.8 UX/CX ▪ Responsible for UX research and UX design of processes, interfaces and customer communication
designer ▪ Improves processes to ultimately increase customer satisfaction, ease of use and accessibility of the
services

1.9 UI Designer ▪ Delivers consistent visual design elements of the product experience, working closely with the UX
designer
▪ Provides guidance on emerging industry trends, and ensures the desired experience is delivered within
the visual framework

68
ROLES AND REPORTING LINES OF T2 PEOPLE

Tribe Lead
Role Description
Responsible for managing a customer segment/ channel/ journey to achieve the Tribe's business goals. Responsible for the Tribe's key performance indicators depending on
its tasks (such as P&L, NPS, market share, systems availability - uptime, number of incidents etc.)

Responsibilities Key Skills

▪ Define vision for the Tribe ▪ Business expert with a high standing in the organization or experience from
▪ Shape the Tribe backlog: define and prioritize streams and leading roles in the industry
epics for the Tribe ▪ Several years of experience in relevant domain with a significant P&L
Domain Expertise
▪ Synchronize the product vision with Product Owners in responsibility
Squads ▪ Possesses work session design & facilitation skills
▪ Quarterly business planning for the Tribe, preparing ▪ Comfortable with technology/IT to be enable engagement and discussion with
Quarterly Business Review (QBR) tech team to understand risks
▪ Make proposals on the Tribe's composition and headcount
▪ Solid knowledge and expertise in user experience design
▪ Manage the Tribe’s budget Agile Experience
▪ Experience in Agile Development
▪ Set goal during release planning
▪ Design and maintain the products roadmap ▪ Strong communication skills with ability to articulate and optimize design based
▪ Lead the formulation of the Tribe and Squads’ missions and on the value to the user and the business
goals Individual Skills ▪ Pragmatic, enabling and motivational people leader without micromanaging
approach
▪ Define and enforce quality standards (non-functional
requirements)
▪ Interact with Tribe Solution Architect to understand the key
properties and changes to technology infrastructure and ▪ Challenger mindset and passion to challenge status quo to find new solutions
determine best way to work with tech restrictions and drive out of the box ideas – loves and embraces change
▪ Create an atmosphere of confidence and trust in the Tribe ▪ Believes in a non-hierarchical culture of collaboration, transparency and trust
and motivate members to fulfill Tribe's tasks Mindset & across the team
Behaviors
▪ Proactive and passionate about resolving pain points through great design
▪ Not afraid to ‘roll up the sleeves’ and seeks to go outside comfort zone to learn
– pushes the team to do the same
69
ROLES AND REPORTING LINES OF T2 PEOPLE

Solution Architect
Role Description
The Solution Architect owns the technical, architectural decisions for the team – valuing simplicity and not afraid to challenge technical constraints and procedures to achieve agile design. The Solution
Architect works closely with the rest of the team to (a) guide delivery in line with timelines and (b) to create a modular & scalable solution that addresses future architectural changes and designs. This
person drives towards best in-class engineering practices (e.g. test driven development, continuous integration, and automated deployment). A good solution architect is keen to get his/her hands dirty,
actively helping the team to solve the biggest problems. This individual is an executor as well as the visionary force behind the technical solution.

Responsibilities Key Skills

▪ Solution Design - Designs the overall technological ▪ Seen as an expert within the technical components of the domains/products/journeys
architecture of the product; constantly looks for better ways ▪ Seasoned developer or technical lead with deep insight into newest technology trends
of solving technical problems and designing the solution,
not afraid of challenging the status quo ▪ Significant experience of agile infrastructure, environments and deployment strategies / technologies to
Domain Expertise
▪ Coaching & Mentoring – Coaches and guides teams on drive efficient working practices and DevOps
coding practices, code reviews, continuous integration and ▪ Can make architecture decisions at a team and product level
automated deployment for product ▪ Experience working on projects that span multiple organizations and business units
▪ Resolving technical impediments – Engages in hands-on
coding to help the team to develop their solution and solve
all surfacing problems at hand Identifies and removes ▪ Experience in Agile Development, with specific Solution Architect (or similar) experience preferred
technical impediments
▪ Collaboration & Prioritization - Works with Product Owner ▪ Understands relationship between Tribe Lead, Agile Coach, and rest of team, with a strong sense of
Agile Experience
to align the roadmap with strengths and opportunities within design thinking
the technical stack; thought partners with the Product ▪ Experienced in managing technical priorities within the backlog
Owner in story creation and acceptance criteria, and
communicates tradeoffs effectively with Designers
▪ Engineering practices – Provides the team a roadmap for ▪ Strong communication skills with ability to align the organization on complex technical decisions
Individual Skills
implementing software engineering practices for higher ▪ Active coach and mentor whose goals are to grow and maximize the team’s potential
code quality
▪ Communicate – Maintains and communicates external IT
dependencies while ensuring that external stakeholders are ▪ High energy and passionate individual who inspires teammates to reach their maximum potential
delivering against commitments
▪ Excited about trying new solutions outside standard solutions
Mindset & ▪ Embraces a culture of trust and complete transparency
Behaviors ▪ Promotes free thought – is energized by ideas from others in team
▪ Brave and rebellious, willing to challenge status quo

70
ROLES AND REPORTING LINES OF T2 PEOPLE

Agile Coach

Role Description
A member of the Tribe responsible for efficiency of Tribe processes, keeping up continuous improvement momentum at the Tribe level, and coaching squads across the Tribe

Responsibilities Key Skills

▪ Guide the team and organization on how to use scrum & ▪ Bachelor’s degree in computer science or equivalent
agile practices and methodologies ▪ 5+ years of experience leading Agile projects
▪ Oversee sprint process and coaches the team; facilitates Domain Expertise ▪ Demonstrated experience at driving Agile transformations from design to implementation
transparency, inspection and adaptation ▪ Knowledgeable of technical engineering best practices (e.g., test driven development, continuous
▪ Lead sprint review, and planning meetings in a way that integration, DevOps, etc.)
ensures full team engagement ▪ Able to set up and conduct Scrum Ceremonies: daily huddle, sprint planning, retrospectives, sprint
demo
▪ Support Product Owner on release planning
▪ Remove impediments (egg., cultural barriers, logistic Agile/Digital ▪ Experience in Agile Development, with specific Scrum Master (or similar) experience preferred
challenges) Experience ▪ Ability to coach team on agile practices and ensure adherence to agile methodology to deliver max
▪ Foster close cooperation across all team members, business value on time
encourage cross-training and supporting each other
▪ Strong communication skills with ability to communicate complex messages and teach new concepts
▪ Facilitate communication and collaboration inside and
outside the team Individual Skills ▪ Confident and skilled at navigating the team through road-blocks to allow sprints to be completed on
time
▪ Shield the team from external interference and ensure the
team is fully functional and productive ▪ Able to resolve conflicts within the team before they become an issue – strong mediator
▪ Foster self-organization and growth within the team ▪ Active coach and mentor whose goal is to grow and maximize the team’s potential
▪ Generate agile mindset in teams through conversations,
coaching, and role playing exercises ▪ Assertive, with the confidence to be voice of authority – not afraid to do what is best for the team
▪ Build a trusting and safe environment where problems Mindset & ▪ Brings a high-energy and passionate outlook to the job and can influence those around her/him
can be raised without fear of punishment
Behaviors ▪ Able to build a sense of trust and rapport that creates a comfortable & effective workplace

71
ROLES AND REPORTING LINES OF T2 PEOPLE

Chapter Lead
Role Description
The Chapter Lead will serve as a guide in the area where he/she is the person with highest level of knowledge in the Tribe, increasing the capabilities of teams. Responsible for looking for transversal
consistency of the knowledge of the Chapter, sharing best practices and common challenges in his/her cell and others

Responsibilities Key Skills

▪ Bachelor’s degree required; Computer Science, MIS, preferred masters degree in Software Engineering
▪ 5+ years' experience and recognized reputation of a business expert or technical expert in the
▪ Responsible for competence development and knowledge Chapter's subject area
sharing within Chapter members
▪ Experience in leading and coaching fellow engineers, either hierarchically or functionally (e.g. from a
▪ Provide technical thought leadership to drive work that project role)
refines requirements to increase the quality and efficiency
of solutions and frameworks being built by the ▪ Experienced in developing and implementing methods and standards
Tribes/Squad/Chapter ▪ Experience working on cross-organizational projects spanning several departments, business units or
Domain Expertise
▪ Provide technical assistance to other teams that need countries
it, as well as take charge of the administrative control of the
members of the Chapter and of the development of their
skills.
▪ Participate in regular meeting of Product Owner,
Chapter Lead & Agile Coach (POCLAC) and squad Agile/Digital ▪ Experience working in a collaborative Agile product team , with full understanding of Agile
performance review Experience methodologies
▪ Participate as an expert, solving complex problems
related to his/her expertise in and ad-hoc basis with other ▪ A people leader who deeply cares about the professional development of Enabling Tribe members
teams of the tribe ▪ A critical thinker being able to identify and build capabilities that helps to achieve long term and
▪ Ensure professional growth of members and lead Individual Skills
short term organizational strategic goals
performance assessment of chapter employees ▪ Up-to-date and always learning about the latest innovations
▪ Act as a thought leaders within area of expertise to guide, ▪ Great analytical skills and conceptual/architectural understanding
motivate and inspire chapter members
▪ Excellent communication skills
▪ Talent retention, training, motivating and improving
productivity ▪ Empowering and challenging Squad members to foster individual development
Mindset & ▪ Encouraging employees to setup and achieve personal development goals
Behaviors ▪ Passionate about major trends in technology
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Design Lead
Role Description
The Design Lead is responsible for three core activities: experience design, visual design and research. The Design Lead is able to define requirements for a coherent and winning user experience,
taking into account product and company strategy, brand-fit and data from other channels, creating assets where needed (from task flows to high-fidelity artifacts representing system behavior e.g.,
wireframes, prototypes, etc.) and managing the user research plan and execution, e.g. conducting panels, surveys, interviews, and playing back the results to the team

Responsibilities Key Skills

▪ Define the experience strategy and facilitate work ▪ Have a minimum of 5 years’ experience as a Design Lead or senior designer with team lead
sessions with internal teams and customers / users to responsibility
define key design goals and requirements ▪ Experience in designing consumer interfacing products on both web and mobile platforms
▪ Audit the landscape competitively and comparatively ▪ Visual design skills, including use of a diverse set of software (e.g. Invision, Adobe suite, Sketch,
for inspiration keeping up with latest industry trends as Domain Expertise OmniGraffle, Balsamiq, Axure, etc.)
well as researching design ideas that can be utilized in the
▪ Lead and coach the design team in the creation of creative, high impact multi-platform content that
current design process
meets the very highest quality standards
▪ Lead the user experience and interface design efforts
for the team, ensuring the delivery of a consumer quality ▪ Ability to manage personnel on a day to day basis and manage performance of reports
product
▪ Create mockups and wireframes for both mobile and web
pages that the front-end developer can translate into code
Agile Experience ▪ Solid knowledge and expertise in user experience design
Design
▪ Produce high quality graphics and visual elements ▪ Experience as a designer on an agile team is a plus
▪ Create prototypes that showcase the user flow and ▪ Strong communication skills with ability to articulate and optimize design based on the value to the
interactions user and the business
▪ Conduct user research utilizing methods such as remote
Individual Skills ▪ Ability to work effectively in a team setting including synthesizing abstract ideas into concrete design
usability testing, A/B testing, 1:1 interviews, rapid contextual
implications
inquiries etc.
▪ Comfortable working with quick turnaround times and deadlines
▪ Innate “Yes..And” attitude and able to overcome obstacles creatively
▪ Proactive and passionate about resolving pain points through great design
Mindset & ▪ Sees value in iterative approach to design
Behaviors ▪ Strong sense of ownership of solution and not afraid to speak up to ensure the user angle is heard
by the Tribe Lead
▪ Believes in culture of transparency and trust
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Product Owner
Role Description
A member of the Squad responsible for releasing a product that meets the customer's needs to achieve the squad goals. Responsible for defining and prioritizing requirements (stories) in the Squad
Backlog and also accepts requirements (stories) as completed.

Responsibilities Key Skills

▪ Develop product vision and synchronize it with the Tribe ▪ Several (often 5+) years of strong experience owning and delivering digital products
Lead and Product Owners in Squads responsible for related ▪ Background that comprises both solid business understanding as well as high level understanding of
products high-quality digital product delivery
▪ Define product requirements; make sure they are Domain Expertise
▪ Comfortable with technology/IT to be enable engagement and discussion with tech team to
complete, integral and consistent; the sole source of understand risks
requirements for the Squad
▪ Solid knowledge and expertise in user experience design
▪ Scope the MVP taking into account existing resource
constraints and sustained development of the product
▪ Experience in Agile Development, with specific Product Owner (or similar) experience preferred,
▪ Accept sprint results at demonstration Agile Experience should be confident in building and managing the Backlog of work
▪ Contribute to Squad product development to the extent of Design
her or his competence
▪ Build Squad backlog in terms of user stories, prioritize its ▪ Ability to communicate effectively in multiple business areas (e.g., marketing, sales, finance,
items to achieve business goals, continuously keep the operations, technology
backlog up to date
▪ Strong communication skills with ability to communicate complex messages and trade-offs and tell a
▪ Hold meetings with the Squad to update the Squad compelling story
product backlog Individual Skills
▪ Sufficient authority to make real time decisions in the lab
▪ Make sure the Squad correctly understands the
requirements ▪ Ability to influence a diverse group of stakeholders - strong leadership skills
▪ Participate in planning of the Squad's sprint, planning of ▪ Strong problem solver with ability to lead the team to push the solution
the Tribe's supersprint to reaffirm priorities and clarify the
requirements
▪ Challenger mindset and passion to challenge status quo to find new solutions and drive out of the
▪ Interact with other Squads of one's own and other tribes box ideas – loves and embraces change
as part of Squad synchronization ceremonies to Mindset &
implement cross-Squad tasks ▪ Believes in a non-hierarchical culture of collaboration, transparency and trust across the team
Behaviors
▪ Responsible for defining the set of necessary competences ▪ Not afraid to ‘roll up the sleeves’ and seeks to go outside comfort zone to learn – pushes the team to
in the Squad, in cooperation with the Solution Architect and do the same
Chapter Leads
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Customer Journey Expert

Role Description
Customer journey expert is a squad member responsible for the new customer journey. The journey expert will take lead in understanding the existing process, detailing out user stories and
acceptance criteria, gathering customer input and identifying a smooth transition to the new journey

Responsibilities Key Skills

▪ Has a strong understanding of the existing process, ▪ Preferably several years of experience within the business and/or industry
including key pain points, legal requirements and/or ▪ Background could be in e.g. Sales, Marketing, Customer Service, and/or Operations depending on
systems involved the needs of the squad
Domain Expertise
▪ Answer questions and have views on topics within their
expertise ▪ Knowledgeable about internal business processes
▪ Help in calculations and information gathering for ▪ Expert on customer needs and pain points
tactical/strategic decisions (e.g. calculating value of
implementing features, performing pro/con or quantitative
analysis)
▪ Take a leading role in thinking of user story ideas (e.g. Agile Experience ▪ Good knowledge and expertise in the end to end customer journey design
based on area of expertise – sales, service, legal, etc.) Design ▪ Understanding of agile methodologies
▪ Discuss with PO, UX and developers to clarify details
around user stories that are already in backlog (both own
ideas and others’)
▪ Write/document user story definitions and acceptance ▪ Operational mindset and track record of delivering value hands-on
criteria Individual Skills ▪ Ability to communicate effectively in multiple business areas (e.g., marketing, sales, finance,
▪ Organize and conduct customer tests with customers to operations, technology
validate assumptions or questions, and test the new journey
▪ Decide on most appropriate testing approach and is
responsible for all required preparations (e.g. questionnaire,
interview script) ▪ Sense of ownership – autonomously driving initiatives and improvements without needing close
▪ Test new journey throughout the various stages of management
development, based on pre-defined test scenarios and test ▪ Proactive and passionate about resolving pain points through great design
Mindset &
data ▪ Believes in culture of transparency and trust
▪ Identify exception cases and validates whether they are Behaviors
▪ Open to learning new ideas outside scope or knowledge skillset
correctly handled by the new solution
▪ Challenger mindset and passion to challenge status quo to find new solutions and drive out of the
box ideas – loves and embraces change
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UX/ CX Designer
Role Description
The User Experience Designer is responsible for ensuring a coherent product experience across the Customers’ journey. Working in tandem with the Tribe Lead to understand business priorities, the
UX designer works to marry these with Customer pain points to craft a coherent and delightful customer experience and shaping the product strategy. Often working alongside, or doubling as, as UI
designer and/or Design Researcher(s), the UX designer is an important input to user tests – defining what should be tested, in what priorities and using which tools (e.g. wireframes to storyboards) to
elicit the right sort of feedback to help the team.

Responsibilities Key Skills

▪ Clearly articulate design needs and key decisions to rest ▪ Possesses work session design & facilitation skills
of the Agile team ▪ Experience in designing consumer quality experiences on both web and mobile platforms that enable
▪ Work with Tribe Lead and wider Product squads to business capability
define both long and short-term vision and roadmap for ▪ Ability to design clear and creative artifacts (task flows, wireframes, mockups and prototypes) to guide
digital solutions Domain Expertise
the team
▪ Design elegant and delightful, customer-centric product ▪ Visual design skills, including use of a diverse set of software (e.g. Invision, Adobe suite, Sketch,
experiences as part of a cross-functional Agile team OmniGraffle, Balsamiq, Axure, etc.)
▪ Participate in Research from planning to interviews, ▪ Experience with planning and conducting user research, user testing, A/B testing and rapid prototyping
ensuring the team is effectively testing, to identify and
articulate customer needs
▪ Solid knowledge and expertise in user experience design
▪ Build prototypes and design tests to validate designs Agile Experience
▪ Experience as a designer on an agile team is a plus, along with detailed working knowledge of Agile
based on customer needs, requirements and behaviors Design
roles and responsibilities as well as how design ‘fits’ in the process
▪ Produce and review wireframes and storyboards for
digital solutions
▪ Strong communication skills with ability to articulate and optimize design based on the value to the
▪ Feed outputs and feedback from testing and other user and the business
research with the Product team to drive detailed and longer
term planning
Individual Skills ▪ Ability to work effectively in a team setting including synthesizing abstract ideas into concrete design
implications
▪ Collaborate with Design Lead and other team members to
problem solve design challenges.
▪ Comfortable working with quick turnaround times and deadlines
▪ Collaborate with other designers across the Design function
to maintain a level of design consistency and ▪ Proactive and passionate about resolving pain points through great design
coherence across client solutions ▪ Sees value in iterative approach to design
Mindset & ▪ Strong sense of ownership of solution and not afraid to speak up to ensure the user angle is heard
Behaviors by the Tribe Lead
▪ Believes in culture of transparency and trust
▪ Open to learning new ideas outside scope or knowledge skillset
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UI Designer
Role Description
The User Interface designer is responsible for delivering consistent visual design elements of the product experience, working closely with (and often doubling as) the UX design function. While
focused on visual elements, including feeding back best practices and new / emerging industry trends, the UI designer must ensure the desired experience is delivered within the visual framework
they create. Often this role is also responsible for ensuring alignment with a wider organizational ‘design system’ and re-use of assets to ensure Brand consistency etc. The UI designer is also
integral to the research and user testing work, often creating many of the assets and being involved with preparing and conducting user interviews and other types of testing.

Responsibilities Key Skills

▪ Design and deliver elegant and delightful visual elements ▪ Bachelor’s degree in Interaction Design, Architecture, or related field; Master’s degree preferred
of a coherent product experience ▪ Proven experience with UI design with a portfolio of sample projects
▪ Actively collaborate within the Agile team as well as ▪ Proficiency in Photoshop, Illustrator, OmniGraffle, or other visual design and wire-framing tools
business / brand stakeholders throughout the design and
Domain Expertise ▪ Proficiency in HTML, CSS, and JavaScript for rapid prototyping.
development process
▪ Excellent visual design skills with sensitivity to user-system interaction
▪ Clearly articulate proposed interface design and key
▪ Up-to-date with the latest UI trends, techniques, and technologies
decisions with the rest of the Agile team
▪ Knowledgeable in wire-framing tools, storyboards, user flows, and site mapping
▪ Explore solution space and refine concepts via
wireframes and detailed high definition design
▪ Define the visual style and position relative to design ▪ Solid knowledge and expertise in user interface design
guidelines Agile Experience
▪ Experience working in an Agile/Scrum development process
▪ Research, identify and articulate customer needs Design
▪ Experience as an interface designer on an agile team is a plus
▪ Build prototypes and design tests to validate customer
needs, requirements and behaviors ▪ Excellent interpersonal and communication skills
▪ Create the wow in the solutions keeping in mind user ▪ Sense of ownership and pride in performance and its impact on company’s success
experience Individual Skills ▪ Critical thinker and problem-solving skills
▪ Collaborate with other designers across the Design function
to maintain, where necessary and relevant, a level of
design consistency and coherence across products and
services
▪ Critical thinker and problem-solving skills
▪ Strong sense of ownership of solution and not afraid to speak up to ensure the user angle is heard
Mindset & by the Tribe Lead
Behaviors ▪ Believes in culture of transparency and trust
▪ Open to learning new ideas outside scope or knowledge skillset

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List of roles in Data and Analytics Tribe
Role Summary of responsibilities
▪ Define vision, target opportunities enabled by analytics and enterprise data & analytics strategy
1.1 Data and
Analytics Tribe
▪ Provide guidance to the data tribe on prioritization and requirements as needed
Lead ▪ Deploy tribe members into the squad, bringing in relevant expertise to support squad goals
Data and ▪ Manage recruitment and trainings of resources on emerging data knowledge, trends, and expertise
Analytics
Tribe ▪ Analyze and monitor relevant customer journeys, customer information, costs, benefits and risks
1.2 Data analyst for customers, within a tribe/squad and provides actionable information and data-driven insights
to the squad
▪ Tackle and solve complex business issues using large data volumes, develop advanced analytics
1.3 Data scientist (machine learning) models, including preparing and combining data and creating (interactive)
visualizations

1.4 Data engineer

▪ Develop, construct, test and maintain architectures, such as databases and large-scale
processing systems
▪ Develop standards and policies to support the creation and provide technical assurance
for the on-going implementation of the data governance policy
1.5 Data governance
▪ Build and maintain a detailed audit of TCB’s core systems and information assets that are held in
systems
▪ Build and maintain TCB database by identifying structural and installation solutions.
1.6 Data architect ▪ Work with data analysts to secure easy access to bank data.
▪ Create database solutions, evaluate requirements, and prepare design reports.
▪ Define the main risks TCB’s data is exposed to
1.7 Data security
▪ Recommend policies, standards and processes to request and grant access to the TCB’s data
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Data & Analytics Tribe Lead

Role Description
The Data & Analytics Tribe Lead owns the data, governance and analytics for the T2 set-up. He/she will be the executor and the visionary force behind the analytics solutions, data governance, data standards and advanced analytics
innovations. Responsible for looking for transversal consistency of the knowledge of the Tribe, sharing best practices and common challenges across the tribe

Responsibilities Key Skills

▪ Work with Business Tribes and T2 council to define vision, ▪ Bachelor’s degree required; Computer Science, MIS, preferred masters degree in Software Engineering
target opportunities enabled by analytics and T2 data & ▪ 10+ years’ data and analytics experience in a leadership role
analytics strategy including: ▪ Experience in leading and coaching fellow engineers, either hierarchically or functionally (e.g. from a project role)
– Analytics use cases with quantified business cases and ▪ Experienced in developing and implementing methods and standards
milestones (e.g., lending, cross-sell, deepening)
▪ Experience working on cross-organizational projects spanning several departments, business units or countries
– Roadmap to deliver the use cases against milestones
▪ Database development experience using Hadoop or BigQuery and experience with a variety of relational, NoSQL, and
– Building the right analytics models to support these use cloud database technologies
Domain Expertise
cases (including timely model performance assessment ▪ Worked with BI tools such as Tableau, Power BI, Looker, Shiny
quality control)
▪ Conceptual knowledge of data and analytics, such as dimensional modeling, ETL, reporting tools, data governance, data
▪ Lead the definition of the overall Data architecture warehousing, structured and unstructured data.
▪ Define and build the data & analytics team (e.g. data scientists, ▪ Big Data Development experience using Hive, Impala, Spark and familiarity with Kafka (Preferred)
translators)
▪ Familiarity with the Linux operating system (Preferred)
▪ Align and produce business intelligence reports for the Business
▪ Exposure to machine learning, data science, computer vision, artificial intelligence, statistics, and/or applied mathematics
Tribes
▪ Provide advisory services to Business Tribes on prioritization and
requirements as needed
Agile/Digital ▪ Record of building capabilities within large organizations (e.g. analytics center of excellence, Analytics Training
▪ Define and agree on governance model for data and analytics in T2 Experience Academy and analytics/ data governance bodies)
(e.g., flow of data, masking, decision making, adherence to ▪ Strong record of delivering analytics programs, working in an Agile set-up
regulations)
▪ A people leader who deeply cares about the professional development of the Tribe members
▪ Define data & analytics standards (e.g., data quality norms,
workflows, data meta model, analytics protocols, data lake, security, ▪ A critical thinker being able to identify and build capabilities that helps to achieve long term and short term
Individual Skills
SLAs) organizational strategic goals
▪ Lead data & analytics innovation through collaboration with all ▪ Exuding passion and energy to motivate Tribe members
relevant stakeholders
▪ Belief in a non-hierarchical culture of interaction, transparency and trust in squads
▪ Engage with external stakeholders as needed to fully promote data Mindset & Behaviors
& analytics vision of the organization ▪ Openness to new ideas and desire to develop them together

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Data Analyst
Role Description
The Data Analyst will work as a key enabler to secure realization of business value from analytics, data and models in the products. They have a strong customer focus, a strong commercial mindset and innate curiosity. They
will work with multiple advanced analytics tools initiatives to analyze, execute and follow up initiatives from idea to industrialization with both analysis of model output and designing of new ways of working.

Responsibilities Key Skills

▪ Empower stakeholders to improve the customer value through ▪ BS/BA Degree (MS preferred) preferably in Computer Science, Statistics, Math or equivalent combination of
expert analysis of various types of customer data education and experience
▪ Advocate data-driven decision making through experimentation and
▪ 2-5 years of experience with data analysis and preparation, including experience with very large data sets
other quantitative analysis.
▪ Design advanced analytics solutions together with ▪ Technical expertise regarding data models, database design development, data mining and Classifications
business stakeholders and product/analytics teams to maximize techniques
impact; function as the link and catalyst ▪ Fluency in major querying languages such as SQL
▪ Pressure-test algorithms from a business logic perspective Domain Expertise ▪ Advanced understanding of major cryptographic concepts, both symmetric and asymmetric cryptographic schemes
and develop value-proofs/ business cases
▪ Functional knowledge of Excel Alteryx Tableau or other Data visualization tool, SQL ad Python
▪ Support in analysis and verification of model output and work
with data scientists to improve accuracy of model
▪ Design new ways of working and support roll-out to the organization
▪ Expert in managing access rights for sensitive data across large organizations
▪ Identify commercial opportunities leveraging data and models.
Agile/Digital ▪ Deep expertise in working with data protection technologies (CASB, DLP)
▪ Analyze data using the latest web analytics and business intelligence
techniques
Experience ▪ Expert in translating enterprise classification policies into data security policies

▪ Develop mechanisms to ensure real-time data collection of

customer behavior
▪ Communicate and explain data and its implications to various stakeholders
▪ Provide data insights for technical solutions and system
improvements to enhance the customer experience ▪ Analyze large amounts of data into clear insights

▪ Implement tools (e.g., Power BI or web-analysis dashboards) that Individual Skills ▪ Align assignments with the strategic goals of the business.
help data consumers to extract, analyze, and visualize data faster and ▪ The ability to analyse, model and interpret data
better through data pipelines ▪ A methodical and logical approach
▪ The ability to plan work and meet deadlines

▪ Belief in a non-hierarchical culture of interaction, transparency and trust in squads

Mindset & Behaviors ▪ Openness to new ideas and desire to develop them together

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Data Scientist
Role Description
The Data Scientist applies strong expertise in artificial intelligence through use of machine learning, data mining, and information retrieval to design, prototype and build next generation advanced analytics
engines and services. The data scientist collaborates with business partners to define the technical problem statement and hypothesis to test; develops efficient and accurate analytical models that mimic
business decisions and incorporates them into analytical data products or tools with the support of a cross-functional team.

Responsibilities Key Skills

▪ Collaborate with customer journey experts to develop novel ▪ Bachelor’s degree required, MS or PhD preferred
ways to meet objectives utilizing cutting edge techniques ▪ Bachelor’s in Data Science, Computer Science, Engineering, Statistics and 5+ years experience required OR
and tools Graduate degree in quantitative discipline and demonstrated Data Science skill set, plus 2+ years work
▪ Effectively communicate the analytics approach and how it experience
will meet and address objectives to business partners ▪ Must have Python or R proficiency working with DataFrames
▪ Advocate and educate on the value of data driven decision ▪ Must have proficiency writing complex SQL queries
making focusing on the “how and why” of solving problems
Domain Expertise ▪ Must have proficiency with Machine Learning to solve clustering, classification, regression, anomaly detection,
▪ Lead analytic approaches, integrating work into applications simulation and optimization problems on large scale data sets
and tools with data engineers, business leads, analysts and
developers ▪ Must have proven ability to merge and transform disparate internal & external data sets together to create new
features
▪ Create repeatable, interpretable, dynamic and scalable
models that are seamlessly incorporated into analytic data ▪ Experience with Big Data technologies desired — Hadoop, Spark, H20.ai, Cloud AI platforms, containerization
products ▪ Experience with supporting deployment, monitoring, maintenance and enhancement of models desired
▪ Engineer features by using business acumen to find new ▪ Experience with data visualization tools preferred — Tableau, R Shiny, Plotly, etc.
ways to combine disparate internal and external data sources
Agile/Digital ▪ Exceptional communication and collaboration skills to understand customer journey needs and deliver
▪ Share passion for Data Science with broader enterprise
solutions
Experience
community; identify and develop long-term processes,
frameworks, tools, methods and standards ▪ Bias for action, with ability to deliver outstanding results through task prioritization and time management
▪ Collaborate, coach, and learn with a growing team of ▪ Demonstrated ability to efficiently learn and solve new business domains and problems
experienced Data Scientists
Individual Skills ▪ Number sense; healthy skepticism around validity of data and its inherent biases
▪ Stay connected with external sources of ideas through
conferences and community engagements
▪ Intellectual curiosity to understand and answer questions
▪ Intellectual humility to leverage the expertise of others

▪ Exemplary organizational skills with attention to detail & accuracy

Mindset & Behaviors
▪ Ability to coach, mentor, and collaborate with business partners, analysts, and team members
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Data Engineer
Role Description
Data Engineer works closely with a multidisciplinary Agile team to build high quality data pipelines driving analytic solutions. These solutions will generate insights from connected data, enabling the bank to advance the data-driven
decision-making capabilities. This role requires deep understanding of data architecture, data engineering, data analysis, reporting, and a basic understanding of data science techniques and workflows. The ideal candidate is a
skilled data / software engineer with experience of creating data products supporting analytic solutions. He/she should be an Agile learner, possess strong problem-solving skills, work as part of a technical, cross functional analytics
team, and want to solve complex data problems and deliver the insights to enable analytics strategy.

Responsibilities Key Skills

▪ Design, develop, optimize, and maintain data architecture and ▪ Bachelor’s degree required; Computer Science, MIS, or Engineering preferred
pipelines that adhere to ETL principles and business goals ▪ 5 years of experience working in data engineering or architecture role, 7+ preferred (3 years with 5 preferred for junior role)
▪ Solve complex data problems to deliver insights that helps business to ▪ Expertise in SQL and data analysis and experience with at least one programming language (Python or Scala preferred)
achieve their goals
▪ Experience developing and maintaining data warehouses in big data solutions
▪ Create data products for analytics and data scientist team
members to improve their productivity ▪ Experience with developing solutions on cloud computing services and infrastructure in the data and analytics space
(preferred)
▪ Advise, consult, mentor and coach other data and analytic
professionals on data standards and practices ▪ Database development experience using Hadoop or BigQuery and experience with a variety of relational, NoSQL, and
Domain Expertise
cloud database technologies
▪ Foster a culture of sharing, re-use, design for scale stability, and
operational efficiency of data and analytical solutions ▪ Worked with BI tools such as Tableau, Power BI, Looker, Shiny
▪ Lead the evaluation, implementation and deployment of emerging ▪ Conceptual knowledge of data and analytics, such as dimensional modeling, ETL, reporting tools, data governance, data
tools and process for analytic data engineering in order to improve warehousing, structured and unstructured data.
our productivity as a team ▪ Big Data Development experience using Hive, Impala, Spark and familiarity with Kafka (Preferred)
▪ Develop and deliver communication and education plans on analytic ▪ Familiarity with the Linux operating system (Preferred)
data engineering capabilities, standards, and processes
▪ Exposure to machine learning, data science, computer vision, artificial intelligence, statistics, and/or applied mathematics
▪ Partner with tribe members and solutions architects to develop
technical architectures for strategic projects and initiatives.
Agile/Digital
▪ Passionate about Agile software processes, data-driven development, reliability, and experimentation
▪ Learn about machine learning, data science, computer vision, artificial
▪ Experience working on a collaborative Agile product team
Experience
intelligence, statistics, and/or applied mathematics

▪ Self-motivated with strong problem-solving and learning skills

Individual Skills ▪ Flexibility to changes in work direction as the project develops
▪ Excellent communication, listening, and influencing skills

▪ Demonstrated strong number sense, intellectually curious and willing to adjust position based on additional
Mindset & Behaviors information
▪ Strong work ethic; ability to work at an abstract level and gain consensus

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Data Governance Lead

Role Description
Responsible for maintaining, implementing and ensuring compliance to the Data Governance strategies, policy, standards and processes to effectively govern data

Responsibilities Key Skills

▪ Establish and maintain policies and standards for end-to- ▪ 7+ years of experience with data governance standards and practices,
end data governance and leading Data Governance programs
▪ Define data governance operational processes (e.g., data Domain Expertise ▪ 5+ years in management/executive role
quality measurement) in accordance with policies and
standards, clearly articulating roles and responsibilities
▪ Monitor and measure compliance to standards and
processes ▪ Experience in Agile Development
▪ Support Data Governance Councils and Steering Group by Agile/Digital
▪ Experience in Data governance standards and practices
Experience
setting the agenda and preparing supporting documents ▪ Experience in leading Data Governance programs
▪ Solve cross-BU governance issues and escalate as
needed ▪ Strong leadership experience in an enterprise or cross-functional role
▪ Create, manage and facilitate a Data Policy Governance ▪ Strong interpersonal and communication/persuasion skills
process to identify and understand the critical data issues
and ensure data policy enforcement and compliance ▪ Strong project management leadership
Individual Skills
▪ Ensure governance mechanisms are in place to monitor ▪ Experience in performance management metrics
and control access to data ▪ Proven ability to coordinate cross functional teams of business, IT
▪ Coordinate with Data Representatives for each Business and other key stakeholders
Tribe to achieve defined goals within group data
management ▪ Assertive, with the confidence to be voice of authority – not afraid to do what is
▪ Support Tribe Lead/ CDO with communication of key best for team
governance priorities and successes across the enterprise Mindset & ▪ High-energy and passionate outlook to the role and can influence those around
as needed Behaviors her/him
▪ Ability to build a sense of trust and rapport that creates a comfortable and
effective workplace
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Data Architect
Role Description
The Data Architect drives the discovery, design, and execution of a wide variety of analytical technology solutions. The Data Architect will provide leadership, strategic decision-making, and
guidance within technical disciplines, responding to disruptive analytical technologies and solving unique and complex problems. S/he researches, architects, and defines Advanced Analytics
& Business Intelligence capabilities and strategies for information delivery and data exploration to support business function needs and goals.

Responsibilities Key Skills

▪ Design end to end analytical workflows, including ▪ 10 years (7 years for Junior role) demonstrating a high degree of proficiency in designing and
overall architecture, capabilities, platforms, tools and developing complex, high-quality analytical solutions
governing processes ▪ 5 years (3 years for Junior role) in an Analytic Architecture role designing technology
▪ Create, maintain, and communicate positioning/go- architectures, detailed workflows, best practices and governance guidelines
Domain Expertise
forward strategies for analytical capabilities/tools ▪ Proven track record of delivering scalable, resource intensive, integrated and operational
▪ Share governance responsibility to ensure alignment analytical solution; experience creating point of views, roadmaps, and process diagrams
to enterprise guidelines for security, auditability, data ▪ Hands-on experience working with open-source analytical technologies like R/Python,
governance, metadata management, etc. Tensorflow and/or BI tools like Tableau/Power BI; Cloud analytics platform experience preferred
▪ Help define/improve best practices, guidelines and
integration with other enterprise solutions ▪ Experience in working in Agile Development
▪ Review analytic solutions for re-usability, scalability, ▪ Ability to phase the delivery of analytical solutions such that it can meet immediate needs, while
Agile/Digital
synergy opportunities and alignment to defined best building towards the long-term strategic solution
Experience
practices and guidelines ▪ Understanding of holistic enterprise architecture and interplay of analytical components with
▪ Create and evolve analytic technology roadmap, to align enterprise foundational components (data architecture/governance, security, etc.)
with continuously evolving business needs
▪ Monitor technology trends and perform discovery of ▪ Strong communication skills with ability to communicate complex technical concepts in a
any new tools/capabilities of interest digestible way
Individual Skills
▪ Benchmark analytic capabilities with industry analysts ▪ Ability to effortlessly switch gears from summary view for leadership to hands-on discussion with
and other companies practitioners
▪ Own strategic technology relationships with technology ▪ Assertive, with the confidence to be voice of authority – not afraid to do what is
vendors and external communities/partners best for team
Mindset &
▪ Lead education and training for analytics community Behaviors ▪ High-energy and passionate outlook to the role and can influence those around her/him
▪ Ability to build a sense of trust and rapport that creates a comfortable and effective workplace
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Data Security specialist

Role Description
The Data Security specialist will be responsible for defining the security architecture, ensuring that it meets the business requirements and performance goals. He or she will be responsible for identifying
vulnerabilities and working with Business Tribes, IT Tribes to resolve them, ensuring security of the network and the data

Responsibilities Key Skills

▪ Translate enterprise security into data security ▪ Bachelor’s degree required; Computer Science, MIS, preferred masters degree in Software Engineering
requirements ▪ 5 + years of experience in data security in large scale organizations
▪ Define/update data security standards (e.g., information ▪ Advanced command on security software for data protection and authentication
classification)
Domain Expertise ▪ General fluency in security and authentication mechanisms across IT
▪ Implement the defined security standards with clear
▪ Advanced understanding of major cryptographic concepts, both symmetric and asymmetric cryptographic
monitoring
schemes
▪ Collect detailed information classification requirements from
business
▪ Enforce classification requirements in data repositories
and data access layer, ensuring access is granted to the
corresponding users
▪ Expert in managing access rights for sensitive data across large organizations
▪ Collaborate and support teams in the bank and partners within Agile/Digital ▪ Deep expertise in working with data protection technologies (CASB, DLP)
bank’s ecosystem to continuously improve security Experience
processes ▪ Expert in translating enterprise classification policies into data security policies

▪ Lead teams to work together effectively. Encourage knowledge sharing and openness. ​
▪ Make decisions in a proactive, timely manner.

Individual Skills
▪ Continuously challenge and improve current processes and solutions.
▪ Maintain an up-to-date level of knowledge in security and continuously develop one’s skills. Exuding
passion and energy to motivate chapter members

▪ Belief in a non-hierarchical culture of interaction, transparency and trust in squads

Mindset & Behaviors ▪ Openness to new ideas and desire to develop them together

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List of roles in IT Tribe
Role Summary of responsibilities

▪ Design the overall technological architecture of the systems with the help of the team
2.1 IT Tribe lead
▪ Guide IT on technology strategy related to continuous integration and automated deployment
▪ Deploy tribe members into the squad, bringing in relevant expertise to support squad goals

IT Tribe
▪ Manage recruitment and trainings of resources on emerging IT knowledge, trends, and expertise

2.2
Solutions ▪ Responsible for the development of the technology solutions and mapping the business requirements
architect to systems/technical requirements to ensure they are in line with the enterprise architectural plan
▪ Enhance experience of all business tribes by implementing fully automated CI/CD pipeline
2.3 DevOps expert
▪ Optimize software development to deployment process to reduce TAT
Front-end ▪ Implement visual elements that users see and interact with in a web/application
2.4
developers ▪ Determine the structure and design of web pages, balance between functional and aesthetic design
▪ Compile and analyze data, processes, and codes to troubleshoot problems and identify areas
for improvement.
Back-end
2.5
developers
▪ Collaborate with the front-end developers and other team members to establish objectives and design
more functional, cohesive codes to enhance UX
▪ Build APIs to integrate with other systems
▪ Develop test cases and performance of complex functional testing
2.6 Test engineer
▪ Develop load testing scripts and performance of load testing
Digital project ▪ Manage technical priorities (non-functional) across tribes
2.7
manager ▪ Collaborate with OnT to ensure timelines and quality are met
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IT Tribe Lead
Role Description
The IT Tribe Lead owns the overall IT development capabilities for the T2. He/she is an executor and the visionary force behind the technical solution. He/she values simplicity and is unafraid to challenge
technical constraints and procedures to achieve an agile design. He/she works closely with all the Business Tribes to create a modular, scalable solution that addresses/incorporates future architectural changes
and designs. He/she will drive the teams engineering practices in test driven development, continuous integration, and automated deployment. He/she is a hands-on team member who actively coaches the
team to solve complex problems.

Responsibilities Key Skills

▪ 10-15 years of experience, with full stack development experience and leadership experience in an agile development
▪ Leads the overall technological solutions for the T2 set-up with the setting
help of the team ▪ Experience in coding and architecting back and front end solutions with multiple types of architecture
▪ Responsible for the technical design of the T2 set-up, closely ▪ Familiar with production Cloud / DevOps environments
working with the Business Tribes and respective Tribe Leads, Solution ▪ Experience with test driven development and test automation
architects for the individual solutions
▪ Extensive experience in both engineering and leadership roles in Squads, e.g. as Agile coach, Product Owner,
▪ Guides squads on technology strategy related to continuous DevOps Engineer
integration and automated deployment Domain Expertise
▪ Track record of developing people and knowledge through coaching or mentoring
▪ Mentors and coaches the technical team
▪ Proven track record in Continuous Delivery and deployment tools (e.g. Ansible, GitLab, Artifactory)
▪ Be hands on to help the team to develop solution and solve all
problems at hand ▪ Deep knowledge of DevOps way of working (e.g., continuous delivery, cross-functional team set-ups, development of
cross-skilled Squad members)
▪ Identifies and removes technical impediments
▪ Works with Business Tribe Leads and Solution architects to
align the roadmap with strengths and opportunities within the
technical stack Agile/Digital ▪ Passionate about Agile software processes, data-driven development, reliability, and experimentation

▪ Constantly looking for better ways of solving technical problems

Experience ▪ Experience working on a collaborative Agile product team
and designing the solution, not afraid of challenging the status quo
▪ Provides the team a roadmap for implementing software
▪ A people leader who deeply cares about the professional development of Tribe members
engineering practice (including modular architecture, DevOps ▪ A critical thinker being able to identify and build capabilities that helps to achieve long term and short term tribe’s
capabilities, cloud capabilities) strategic goals
▪ Shares responsibility with Business Tribe Leads for building Individual Skills ▪ Up-to-date and always learning about the latest innovations
reusable and scalable components ▪ Great analytical skills and conceptual/architectural understanding
▪ Together with the Solution Architects within each Business Tribe, ▪ Excellent communication skills
guiding the architectural design along the core principles of API first,
cloud based services and integrated DevOps mindset and ▪ Empowering and challenging Squad members to foster individual development
development practices
Mindset & Behaviors
▪ Encouraging employees to setup and achieve personal development goals
▪ Develop consumable, standardized infrastructure services ▪ Passionate about major trends in technology
(resilient, high quality, highly automated and up-to-date)
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Solution Architect
Role Description
The Solution Architect owns the technical, architectural decisions for the team – valuing simplicity and not afraid to challenge technical constraints and procedures to achieve agile design. The Solution
Architect works closely with the rest of the team to (a) guide delivery in line with timelines and (b) to create a modular & scalable solution that addresses future architectural changes and designs. This
person drives towards best in-class engineering practices (e.g. test driven development, continuous integration, and automated deployment). A good soluiton architect is keen to get their hands dirty,
actively helping the team to solve the biggest problems. This individual is an executor as well as the visionary force behind the technical solution.

Responsibilities Key Skills

▪ Designs the overall technological architecture of the ▪ Seen as an expert within the technical components of the domains/products/journeys
product with the help of the team ▪ Seasoned developer or technical lead with deep insight into newest technology trends
▪ Guides teams on technology strategy related to coding
▪ Significant experience of agile infrastructure, environments and deployment strategies / technologies to
practices, continuous integration and automated Domain Expertise
drive efficient working practices and DevOps
deployment
▪ Responsible for technical design and infrastructure / ▪ Can make architecture decisions at a team and product level
environments strategy, including deployments, ensuring ▪ Experience working on projects that span multiple organizations and business units
that these are kept in-line with an MVP mindset of
‘emerging architecture’
▪ Works with the team to help ensure their commitments to ▪ Experience in Agile Development, with specific Solution Architect (or similar) experience preferred
the sprint are delivered in line with expectations of time, ▪ Understands relationship between Tribe Lead, Agile Coach, and rest of team, with a strong sense of
quality etc. Agile Experience
design thinking
▪ Mentors and coaches the technical team, specifically with ▪ Experienced in managing technical priorities within the backlog
code reviews
▪ Be hands on and engages in coding to help the team to
develop the ▪ Strong communication skills with ability to align the organization on complex technical decisions
▪ Identifies and removes technical impediments Individual Skills
▪ Active coach and mentor whose goals are to grow and maximize the team’s potential
▪ Works with Tribe Lead to align the roadmap with strengths
and opportunities within the technical stack
▪ Constantly looking for better ways of solving technical ▪ High energy and passionate individual who inspires teammates to reach their maximum potential
problems and designing the solution, not afraid of ▪ Excited about trying new solutions outside standard solutions
challenging the status quo
▪ Provides the team a roadmap for implementing software
Mindset & ▪ Embraces a culture of trust and complete transparency
engineering practices for higher code quality
Behaviors ▪ Promotes free thought – is energized by ideas from others in team
▪ Shares responsibility with Tribe Lead for building reusable ▪ Brave and rebellious, willing to challenge status quo
and scalable components
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DevOps Tech Lead

Role Description
The DevOps Tech Lead owns the development delivery process and leads the DevOps team to continuously improve it. He/she will drive the teams engineering practices in test driven
development, continuous integration, and automated deployment. He/she is a hands-on team member who actively coaches the team to solve complex problems. He/she helps increase
speed of delivery, improve quality/security of code, and optimize processes for development team. He/she manages the team responsible for infrastructure-as-code deployment tooling and
supporting services on multiple cloud provides along with metrics and login.

Responsibilities Key Skills

▪ Bachelor’s degree in Computer Science, Engineering or similar
▪ Guides DevOps teams on speed of delivery,
▪ 10+ years' experience in a technology infrastructure, DevOps. or software engineering
improving quality/security of code, and optimizing
processes ▪ 2+ years Leading a DevOps organization within an Enterprise
▪ Mentors and coaches the technical team Domain Expertise
▪ Excellent coding and scripting skills (Bash, Perl) and experience with implementing high-scale
cloud architectures using modern, cloud-based container platforms (PaaS/SaaS)
▪ Constantly looking for better ways of solving technical
problems and designing the solution, not afraid of ▪ Experience with containers such as Docker, OpenShift and continuous integration and related
challenging the status quo tools such as Jenkins, Hudson, Maven, Ant, Git, Sonar, etc.
▪ Develops a roadmap for implementing continuous ▪ Lead and coach the engineering development department personnel in the workings of reusable
integration and automated deployment tools and patterns, for example, reusable code
▪ Identifies bottlenecks in coding development and ▪ Establish the team’s technical vision and turn it into reality
deployment processes
Agile/Digital ▪ Experience in Agile Development, with specific DevOps lead (or similar) experience preferred
▪ Leads planning delivery time, code quality, and
process efficiency improvement projects Experience ▪ Understands relationship with Product Owner, Agile coach, Solution Architect, Design lead and
rest of technical team. Experience managing technical priorities within the Backlog
▪ Executes on plan by building coding standardizations
and automating processes for the organization
▪ Leads knowledge growth effort of platform configuration ▪ A people person who is able to form strong and meaningful relationships with other people
Individual Skills
management and troubleshooting ▪ Active coach and mentor whose goals are to grow and maximize the team’s potential
▪ Leads DevOps team in delivering consistent and
holistic solution to support code development and ▪ High energy and passionate individual who inspires teammates to reach their
deployment maximum potential
Mindset & ▪ Exceptional communication skills that allow him to effectively execute his supervisory duties to
Behaviors the junior DevOps teams
▪ Embraces a culture of trust, free thought complete transparency
▪ Brave and rebellious, willing to challenge status quo
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DevOps Engineer
Role Description
The DevOps Engineer helps increase speed of delivery, improve quality/security of code, and optimize processes for development team. The DevOps Engineer is responsible for identifying
the bottlenecks of various development and delivery processes, working with team members to improve them, and improving the overall experience of developers. They are responsible for
infrastructure-as-code deployment tooling and supporting services on multiple cloud provides along with metrics and login

Responsibilities Key Skills

▪ Works closely with Solution architects and developers ▪ Excellent coding and scripting skills (Bash, Perl) and experience with implementing high-scale
of various teams to assess existing problems and to cloud architectures using modern, cloud-based container platforms (PaaS/SaaS)
come up with process improvement solutions ▪ Working knowledge of deployment automation solutions (i.e. Puppet, Chef, Ansible)
▪ Identifies bottlenecks in coding development and Domain Expertise ▪ Knowledge of cloud infrastructure (AWS, Azure) and cluster management tools like Kubernetes
deployment processes
▪ Experience with containers such as Docker, OpenShift
▪ Participates in planning delivery time, code quality, and
process efficiency improvement projects ▪ Experience with continuous integration and related tools such as Jenkins, Hudson, Maven, Ant,
Git, Sonar, etc.
▪ Executes on plan by building coding standardizations
and automating processes for the organization
▪ Performs daily tasks such as environmental health Agile/Digital ▪ Strong understanding of Agile methodologies
checks, disk space monitoring, and environmental Experience ▪ Experience as a DevOps or SRE Engineer on a cross-functional agile team preferred
status reports
▪ Maintains and grows knowledge of platform
configuration management and troubleshooting
▪ Strong communication skills with ability to communicate complex technical concepts and align
organization on decisions
▪ Actively participates in deploying application artifacts
to appropriate target environments using the Individual Skills ▪ Sound problem-solving skills with the ability to quickly process complex information and present
it clearly and simply
supported technologies and infrastructure
▪ Surveys developers and technical members of the ▪ Utilizes team collaboration to create innovative solutions efficiently
organization to understand their main pain points in
the coding and development process ▪ Passionate about technology and excited about the impact of emerging/disruptive technologies
▪ Collaborates with the rest of DevOps team to deliver
Mindset & ▪ Wants to unleash inner self-starter and work in an environment that fosters entrepreneurial minds
consistent and holistic solution to the organization
Behaviors ▪ Believes in culture of brutal transparency and trust
▪ Open to learning new ideas outside scope or knowledge
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Front End Developer

Role Description
The Front End developer is responsible for transforming the design and the product vision into working products and will directly influence how users will interact with the system. The Front
End developer works hard to stay on top of fast changing technology and invests a lot of energy in learning new tricks. They are not only caught up on industry trends in front-end
development but also know what the near future will bring. A love for clean interfaces and a passion for great user experiences goes without saying

Responsibilities Key Skills

▪ Build applications according to the design and ▪ Past experience as a front-end developer building modern JavaScript-based web applications
provide designers with feedback and suggest ▪ Expert experience with HTML, CSS/LESS/SCSS/etc., JavaScript, and responsive design
tradeoffs when required
▪ Mobile development experience with either native or web-to-native tooling and frameworks
▪ Ensure the code follows latest coding practices and
industry standards Domain Expertise ▪ Experience using JavaScript frameworks and libraries, such as React, Angular, etc.
▪ Work closely with backend developers to understand ▪ Understanding of RESTful APIs and how use them in practice
and properly use the systems APIs ▪ Knowledge of Object-Oriented programing
▪ Write both unit and integration tests, and develop ▪ Ability to write effective unit, integration, and end-user automation tests
automation tools for daily tasks
Agile/Digital ▪ Strong understanding of Agile methodologies
▪ Challenge ideas and opinions to avoid pitfalls and
inefficient solutions Experience ▪ Experience as a Developer on a cross-functional agile team preferred
▪ Strong communication skills with ability to communicate complex technical concepts and align
organization on decisions
Individual Skills ▪ Sound problem-solving skills with the ability to quickly process complex information and present
it clearly and simply
▪ Utilizes team collaboration to create innovative solutions efficiently

▪ Passionate about technology and excited about the impact of emerging / disruptive technologies
▪ Wants to unleash inner self-starter and work in an environment that fosters
Mindset & entrepreneurial minds
Behaviors ▪ Believes in culture of brutal transparency and trust
▪ Open to learning new ideas outside scope or knowledge skillset
▪ Aspirational to become full stack or deep expert
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Back End Developer

Role Description
The Back End developer is responsible for the system to work behind the scenes. Their role is to integrate the application with all required systems and services and provide clean and easy to use
API for the frontend part of the system. Although their work is usually hidden from the user, they bear the full responsibility for the application functionality, performance and scalability. They know
how to write clean modern APIs, integrate with legacy systems and work with databases.

Responsibilities Key Skills

▪ Design and develop the business logic and backend ▪ Experience as a backend developer in common languages and frameworks
systems of the product (Java Spring Boot, NodeJS, etc.), functional programming in Scala
▪ Work closely with frontend developers to design and ▪ Deep knowledge of Object-Oriented programing and engineering principles like SOLID
develop functional, performing and complete APIs ▪ Significant experience writing and utilizing autonomous services oriented RESTful API services and
▪ Decipher existing companies software systems and be performance tuning largescale apps
Domain Expertise
able to hook in application to applicable data sources ▪ Experience with database systems, with knowledge of SQL and NoSQL stores (e.g. MySQL, Oracle,
▪ Write both unit and integration tests, and develop MongoDB, Couchbase, etc.)
automation tools for daily tasks ▪ Experience integrating with JavaScript frameworks, such as React, Angular JS, etc… is a plus
▪ Develop high quality, well documented, and ▪ Ability to write effective unit, integration, and API tests
efficient code
▪ Nice to have knowledge of immutable infrastructure, infrastructure automation and provisioning tools
▪ Challenge ideas and opinions to avoid pitfalls and inefficient
solutions Agile/Digital ▪ Strong understanding of Agile methodologies
Experience ▪ Experience as a Developer on a cross-functional agile team preferred
▪ Strong communication skills with ability to communicate complex technical concepts and align
organization on decisions
Individual Skills ▪ Sound problem-solving skills with the ability to quickly process complex information and present it
clearly and simply
▪ Utilizes team collaboration to create innovative solutions efficiently
▪ Passionate about technology and excited about the impact of emerging/disruptive technologies
Mindset & ▪ Wants to unleash inner self-starter and work in an environment that fosters entrepreneurial minds
Behaviors ▪ Believes in culture of brutal transparency and trust
▪ Open to learning new ideas outside scope or knowledge
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Test Engineer
Role Description
Tester in an agile team is responsible for more than just testing the software. His or her role is to provide effective communication between team members, and Product owner. He or she has
full responsibility and authority to decide if a feature developed by the team is completed or not. He or she needs to quickly gain intimate knowledge of the product to ensure that his or her
feedback to the team is aligned with the product vision. He or she also needs solid technical skills and be fully dedicated to “automate everything” principle.
Responsibilities Key Skills
▪ Responsible for the environment of QA together with
Test Automation ▪ Bachelors degree in Computer Science, System Engineering or similar
▪ Responsible for implementation and execution of end- ▪ Experience in multiple languages of development and systems (Java, C, C++ etc)
to-end or integration tests ▪ Experience in development of application with Database (DB2, MySQL, etc.)
Domain Expertise
▪ Coordinator for tests with legacy systems ▪ Experience in test-oriented development (TDD or BDD)
▪ Validation of functionalities in sprints, both manually ▪ Experience with writing and automating test cases
and automatically
▪ Knowledge of programming language of automatic tests : Jasmine, Protractor etc.
▪ Error-incidence report to front-end and back-end
developers Agile/Digital ▪ Strong understanding of Agile methodologies
▪ Perform acceptance test of user stories on a day-to- Experience ▪ Experience as a developer on an agile team preferred
day basis
▪ Perform end-to-end tests in relation to larger releases ▪ Strong communication skills with ability to communicate complex technical concepts and align
with external stakeholders organization on decisions
▪ Drive the squad’s test strategy and test efforts, e.g. ▪ Sound problem-solving skills with the ability to quickly process complex information and present
taking initiative to automate where possible and coaching Individual Skills it clearly and simply
others ▪ Utilizes team collaboration to create innovative solutions efficiently
▪ Own the process during test periods where
functionality is tested across several squads and
departments ▪ Ownership mindset – track-record of getting things fixed not simply discovered
▪ Be an active participant in grooming and planning, to ▪ Passionate about technology and excited about the impact of emerging/disruptive technologies
ensure that acceptance criteria are testable Mindset & ▪ Wants to unleash inner self-starter and work in an environment that fosters entrepreneurial minds
▪ Sit together with designers, customer journey experts and Behaviors
Product Owner while user stories are developed, bringing ▪ Believes in culture of brutal transparency and trust
input and helping with the testing angle

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Digital Project Manager

Role Description
The Digital Project Manager will be accountable for ensuring successful completion of projects, on-time, within budget, and error-free. The principal responsibility of the Digital Project Manager is
to manage the planning and execution of project team members. The incumbent will be responsible for managing the project charter, communications, metrics, reporting, and the overall project
plan and budget

Responsibilities Key Skills

▪ Collaborate with Business Tribes to design, develop and ▪ Background in digital project management from initial briefing to delivery
implement digital projects
▪ Deliver projects on time ensuring quality standards are ▪ Technical competence and understanding of Adobe Flash, HTML5, HTML and CSS
met ▪ Evidence of working with Agile project management methodologies
▪ Develop support documentation including risk logs and Domain Expertise
requirement specifications ▪ Hands on experience with project management software, like MS Project and AtTask
▪ Work with cross functional teams, especially engineering ▪ Familiarity with Content Management systems and HTML/CSS
and operations to align on product/process capabilities and
timelines. ▪ Experienced with managing multiple work streams in a fast-paced environment with the ability to
▪ Develop scalable systems and processes to support new shift priorities as needed
launches
▪ Provide end-to-end support in launching the new ▪ Strong understanding of Agile methodologies
solution Agile/Digital
▪ Scope project requirements and prepare budget Experience ▪ Experience as a digital project manager in an agile delivery environment
▪ Develop a detailed project plan and monitor progress ▪ Sound problem-solving skills with the ability to quickly process complex information and present it
clearly and simply
▪ Utilizes team collaboration to create innovative solutions efficiently
Individual Skills
▪ Perform in a fast-paced environment while continuing to be detail-focused/energized
▪ Exercise strong communication skills with collaborative spirit to move projects forward

Mindset &
▪ Belief in a non-hierarchical culture of interaction, transparency and trust in squads
Behaviors ▪ Openness to new ideas and desire to develop them together
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