Vice President - Customer Experience & Service Channels - Banking

Vice President - Customer Experience & Service Channels Location: United Arab Emirates

Employment Type: Full-timeAbout the RoleOur 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 resolutionGovern ATM vendors, cash handlers and service partners through contracts, SLA oversight and performance reviewsLead the Customer Experience Desks handling post-sales servicing for mortgage, personal loan and auto loan customers, within agreed SLAs and turnaround timesImprove documentation flows, fulfilment processes and hand-offs to reduce customer effort and errorsUse complaint analysis and root-cause reviews to fix recurring service issuesLead workforce planning for branches and the contact centre, including forecasting, staffing models and capacity planningSupport the digitisation of frontline journeys and new service rolloutsAct as the key link with Operations, Risk, Compliance, Digital, Retail and FinanceCandidate Requirements:Bachelor's degree in Business Administration or a related disciplineCertifications in Operational Excellence, CX, Service Quality, Lean or Six Sigma are desirable8+ years of UAE banking operations experience, with exposure to branch operations, post-sales servicing, vendor management, SLA governance and channel enablementExperience in ATM channel management and/or workforce planning is a strong plusGood knowledge of CBUAE regulations, operational risk and control frameworksStrong leadership, coaching and stakeholder management skills