VP, Client Service Engineering - International Middle Office & Consumer Customer Service

JOB SUMMARY / INTRODUCTION The mission of GCOO Client Service Engineering is to reimagine FAB’s client service journeys to be client-centric, efficient, and risk-controlled, positioning FAB as a benchmark for service excellence. The VP plays a key role in enabling the bank’s transformation agenda, ensuring that client service engineering initiatives directly support strategic priorities in customer experience, operational efficiency, and risk management. The VP will lead the delivery of assigned service priorities and is responsible with key stakeholders to deliver the expected outcomes within set time boundaries The VP will directly lead a small team of 1–2 analysts. While not responsible for a large team, the role requires strong influence and collaboration skills to drive cross-functional initiatives and coordinate with stakeholders across business lines, technology, and support functions. The VP will engage with stakeholders across Business Lines, Group Technology, Risk, Finance, Legal, Compliance, Audit, and within GCOO to drive end-to-end service priorities, AI experiments, and automation improvements. This is an execution-focused role; tangible results in CX, scalability, and risk mitigation will be key in defining success. KEY RESPONSIBILITIES Reporting directly to the Head of Client Service Engineering, the VP Client Service Engineering plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. He/She will lead multiple client service priorities, collaborate with cross-functional stakeholders, and ensure the successful execution of initiatives that align with the bank's strategic objectives. Service Journey Reimagination Lead the redesign of client service journeys to ensure they are client-centric, efficient, and risk-controlled. Drive end-to-end process optimization and automation initiatives. Service Delivery & Performance Management Ensure delivery and scalability of redesigned service journeys, coordinating cross-functional teams. Monitor and report progress on key KPI’s across CX, Scalability and Risk. Stakeholder Engagement & Change Leadership Engage with key stakeholders across business domains to align on service priorities and drive change. Champion a culture of agile, fast-paced, and repeatable deliver, fostering innovation, agility, and continuous improvement. Familiarity with change management frameworks (e.g., ADKAR, Kotter) is desirable. Continuous Improvement & Innovation Identify opportunities for ongoing process improvement and innovation, including piloting AI and automation solutions. Contribute to the adoption of structured toolkits, best practices, innovation, set-up playbooks, and frameworks for consistent service delivery. Reporting & Communication Provide regular updates to senior management and governance forums on progress, risks, and key decisions. Prepare, contribute, present materials for GCOO, ExCo-X and other executive committees as required. Frameworks, Boundaries, & Decision-Making Authority REQUIREMENTS / QUALIFICATIONS Proven track record of leading successful transformation initiatives, driving process optimization, and delivering measurable results. Bachelor's degree in business administration, Finance, Operations Management, or a related field. Min 10-15 years of experience in Financial Services, external consultancy and with a substantial amount of experience in business transformation, strategic planning, process improvement or system automation with half or more being in executive and/or consulting roles. Preferred / Beneficial Professional certifications in project management (PMP, Prince2), process improvement (LEAN), change management, Agile, AI and-or related fields are a plus. MBA or advanced degree is a plus. Skills An ideal candidate for the role has the following competencies: Proven leadership: Demonstrated experience in leading e2e client service engineering and transformation initiatives within a Financial Services and/or large multinational corporate institution. Cross-functional Collaboration: Ability to collaborate effectively across departments. Skilled in aligning diverse perspectives (front line, digital, operations, etc.), fostering shared ownership, and driving integrated outcomes through collaboration and trust. Can engage several stakeholders to lead to common goals. Analytical skills: Excellent analytical and problem-solving skills, with the ability to interpret and leverage data to drive opportunities for improvement and expedite decision-making. Communication skills: Ability to convey key concepts, problem statements and opportunity cases to gain buy-in from stakeholders across the organization. Good communicator with very high awareness about stakeholder’s standpoint, who can formulate messaging accordingly. Capable of building relationships and collaborating with stakeh

Bachelor's degree in business administration, Finance, Operations Management, or a related field. 10-15 years of experience in Financial Services, external consultancy, with substantial experience in business transformation, strategic planning, process improvement or system automation, with at least half in executive and/or consulting roles. Preferred certifications: PMP, Prince2, LEAN; change management, Agile. MBA or advanced degree is a plus.

Lead multiple client service priorities and drive end-to-end change through process reengineering, automation, and efficiency improvements. Ensure delivery and scalability of redesigned service journeys; monitor and report progress on KPIs across CX, scalability, and risk. Engage with stakeholders across business domains to align on service priorities and drive change. Promote agile, fast-paced, repeatable delivery; drive innovation and continuous improvement. Identify opportunities for process improvement and pilot AI and automation solutions. Prepare updates for senior management and governance forums; contribute to executive materials as required.