Vice President - Service Quality & Performance Management - Banking

Vice President - Service Quality & Performance Management - Banking

Location: United Arab Emirates

Employment Type: Full-timeAbout the RoleOur client, a prominent regional bank, is seeking an experienced Vice President to lead service quality, training and performance across its branch network and contact centre.

This is a strong opportunity for a customer-focused leader to take ownership of how frontline teams are trained, measured and supported to deliver excellent service.

Key Responsibilities

Lead quality assurance across branches and the contact centre, including call monitoring, service audits, process checks and mystery shoppingAnalyse QA results to find root causes and present improvement priorities to senior leadershipOversee branches and contact centres' training, covering onboarding, product, and regulatoryEnsure frontline teams follow CBUAE Consumer Protection requirements and the bank's service standardsSet and refine KPI frameworks, scorecards and productivity models for frontline teamsGovern branch and contact centre incentive schemes so they are fair, transparent and accurateTrack customer experience scores (NPS, CSAT, CES) and turn the insights into practical actionsLead a central MIS and analytics team and drive automation and AI-based CX analyticsCandidate Requirements:Bachelor's degree in Business Administration or a related disciplineCertifications in Service Quality, CX, Lean, Six Sigma or Analytics are preferred8+ years of banking experience across service quality, QA, training, performance management, incentive governance, analytics or MIS Banking experience/full banking background - mandatoryStrong knowledge of CBUAE Consumer Protection standardsExperience working closely with branch and/or contact centre teamsStrong leadership, coaching and stakeholder management skills