Hello, my name is

Lijo Joseph

Digital ] Conversation AI ] Messaging ] Contact Center ] ATMs

About me

I am a seasoned digital banking professional with over 23 years of experience in Digital, Conversational AI, Contact Centers and ATM channel.

Elevate client experience by driving digital adoption and engagement, powered by conversational AI and modern messaging channels

I possess exceptional cognitive skills and strong leadership abilities that enable me to successfully build and motivate teams to exceed expectations. My primary strengths encompass adaptability, a keen understanding of the broader context, proficiency in crafting cross-functional strategies, fostering digital innovation, and resolutely driving project execution

I have a Techno-functional mindset, proficiency in channel and product management, and a track record of delivering projects in Agile methodologies while maintaining a customer-centric approach. I have the aptitude to visualize the end-to-end client journey and possess transferable skills that allow me to adapt to various roles and industries.

What I do

I am responsible for developing and implementing strategies for digital and messaging channels to unlock the full potential of clients. Through a focus on client-centric practices, I consistently work towards enhancing client experience, boosting engagement, encouraging collaboration across channels for cost efficiency, and driving revenue through cross-selling.

DIGITAL banking for private banking clients

Accelerate digital adoption and usage among private banking clients by introducing features catering to affluent client needs.

Conversational AI - chatbot

Provide instant 24X7 support for clients in their digital journey with end to end fulfillment of servicing and sales intents.

live chat - Hybrid advisory and sales

Enhancing client experience with live chat support, amplifying client collaboration and communication to drive hybrid sales and service.

My Experience

2016-TILL DATE

Standard Chartered – Singapore

Director - group digital banking

I am currently the Hive Lead - Conversational Engagement and Private Banking managing 5 squads responsible for digital channel for private bank clients, Conversational AI including live chat channel and client-relationship manager collaboration tool for Affluent segment. In my previous role, I was responsible for delivering the digital transformational agenda for 9 markets of ASEAN & South Asia markets.

2008-2016

Standard Chartered – India

head - digital banking

I was responsible for managing digital channels for India, Nepal, Sri Lanka & Bangladesh markets in my last role in India market. Prior to that I was responsible for all direct banking channels i.e. Online Banking, Mobile Banking & ATMs for India market. I take pride in having multiplied digital active clients and securing 1st position in global channel migration contest.

2004-2008

Citibank – India

Product manager - atm and kiosk

I was a part of an amazing team and worked together with them to double ATM network in a short span of 18 months and deployment of revamped Touch screen kiosks for client servicing.

2000-2004

IDBI Bank- India

manager - atm and card products

I was a member of the core team responsible for direct banking channel management. Key achievements included ATM outsourcing, Pre-paid Gift Card and Debit Card launches.