# Vice President - Customer Experience & Service Channels - Banking — Tandem Search

Canonical: https://jobxdubai.com/jobs/li-4475691049-vice-president-customer-experience-service-channels-banking
Location: Abu Dhabi, UAE
Type: full_time · Level: executive
Monthly salary: AED 12,000 to 18,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-10-15
Apply: https://www.linkedin.com/jobs/view/vice-president-customer-experience-service-channels-banking-at-tandem-search-4475691049?_l=en

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## Description

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

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## 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.

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