Vice President - Customer Experience & Service Channels - Banking

Vice President - Customer Experience & Service Channels Location: United Arab Emirates Employment Type: Full-time About the Role Our client, a prominent bank in the UAE, is seeking an experienced Vice President to lead the operations that keep its customer service channels running smoothly. This is a strong opportunity for an operations leader to take ownership of post-sales servicing, the bank's ATM network, and workforce planning across branches and the contact centre. Key Responsibilities: • Manage the bank's ATM network across the UAE, covering deployment, performance, availability and incident resolution • Govern ATM vendors, cash handlers and service partners through contracts, SLA oversight and performance reviews • Lead the Customer Experience Desks handling post-sales servicing for mortgage, personal loan and auto loan customers, within agreed SLAs and turnaround times • Improve documentation flows, fulfilment processes and hand-offs to reduce customer effort and errors • Use complaint analysis and root-cause reviews to fix recurring service issues • Lead workforce planning for branches and the contact centre, including forecasting, staffing models and capacity planning • Support the digitisation of frontline journeys and new service rollouts • Act as the key link with Operations, Risk, Compliance, Digital, Retail and Finance Candidate Requirements: • Bachelor's degree in Business Administration or a related discipline • Certifications in Operational Excellence, CX, Service Quality, Lean or Six Sigma are desirable • 8+ years of UAE banking operations experience, with exposure to branch operations, post-sales servicing, vendor management, SLA governance and channel enablement • Experience in ATM channel management and/or workforce planning is a strong plus • Good knowledge of CBUAE regulations, operational risk and control frameworks • Strong leadership, coaching and stakeholder management skills Show more Show less

Bachelor's degree in Business Administration or a related discipline. Certifications in Operational Excellence, CX, Service Quality, Lean or Six Sigma are desirable. 8+ years of UAE banking operations experience, with exposure to branch operations, post-sales servicing, vendor management, SLA governance and channel enablement. Experience in ATM channel management and/or workforce planning is a strong plus. Good knowledge of CBUAE regulations, operational risk and control frameworks. Strong leadership, coaching and stakeholder management skills.

Manage the bank's ATM network across the UAE, covering deployment, performance, availability and incident resolution. Govern ATM vendors, cash handlers and service partners through contracts, SLA oversight and performance reviews. Lead the Customer Experience Desks handling post-sales servicing for mortgage, personal loan and auto loan customers, within agreed SLAs and turnaround times. Improve documentation flows, fulfilment processes and hand-offs to reduce customer effort and errors. Use complaint analysis and root-cause reviews to fix recurring service issues. Lead workforce planning for branches and the contact centre, including forecasting, staffing models and capacity planning. Support the digitisation of frontline journeys and new service rollouts. Act as the key link with Operations, Risk, Compliance, Digital, Retail and Finance.