Associate Vice President - Client Support Lead, Wholesale Banking Technology
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Key skills for this role
About the Role
RAKBANK seeks a senior Client Support Lead to build and scale the Wholesale Banking Technology IT client support function in Abu Dhabi. This greenfield leadership role involves owning technical relationships with priority corporate clients, leading H2H integrations, and driving issue resolution.
Key Skills for This Role
Responsibilities
- Establish the Wholesale Banking IT Client Support unit from the ground up
- Define operating model, team structure, roles, SLAs, and engagement processes
- Recruit, develop, and lead a small, high performing team
- Act as the primary technical point of contact for priority corporate clients
- Lead client facing discussions on integration design, onboarding, and issue resolution
- Drive end to end technical onboarding for corporate banking solutions
- Design and implement client connectivity models (H2H, API, file based, SWIFT)
- Own end to end resolution of client impacting issues; act as final escalation point
- Manage dependencies across multiple technology domains and platforms
- Improve onboarding processes, standardization, and documentation
Requirements
- Bachelor’s degree in a relevant field
- 15+ years of experience in banking technology, preferably in transaction/wholesale banking
- Proven experience in client onboarding and H2H integrations, and corporate banking products (payments, liquidity, trade, FX, etc.)
- Strong track record in client facing roles managing corporate relationships
- Experience building or scaling a new function or team (greenfield preferred)
- Strong understanding of banking message formats (SWIFT MT, ISO 20022/CAMT, BAI2), file based integrations, APIs, middleware, and secure connectivity models
- Knowledge of UAE payment systems and regulatory environment (WPS, UAEFTS, IPP, CBUAE requirements)
- Experience across multiple banking platforms (core, payments, cards, treasury)
- Strong understanding of corporate treasury operations (cash management, working capital, payment cycles)
- Arabic language skills preferred
Full Job Posting
Job Description
- The Wholesale Banking Technology Client Support Lead is a senior, client facing techno functional role responsible for enabling and supporting corporate customers in their technical integration and ongoing interaction with the bank’s Wholesale Banking platforms.
- This is a greenfield leadership role, accountable for building and scaling a dedicated IT client support function for corporate banking.
- The role operates at the intersection of technology, transaction banking, and client engagement.
Build & Lead the IT Client Support Function
- Establish the Wholesale Banking IT Client Support unit from the ground up.
- Define operating model, team structure, roles, SLAs, and engagement processes.
- Recruit, develop, and lead a small, high performing team; set clear performance expectations and drive accountability.
- Implement performance tracking, reporting, and continuous improvement mechanisms.
- Build a scalable model to support growth in the corporate client base.
Own Technical Relationship with Priority Clients
- Act as the primary technical point of contact for priority corporate clients.
- Build strong, trusted relationships with client IT and treasury teams.
- Lead client facing discussions on integration design, onboarding, and issue resolution.
- Engage confidently with UAE/GCC corporates with cultural awareness.
- Represent technology during client engagements, escalations, and critical incidents.
- Provide guidance aligned with corporate treasury needs.
Lead Client Onboarding & Integration
- Drive end to end technical onboarding for corporate banking solutions.
- Design and implement client connectivity models (H2H, API, file based, SWIFT where relevant).
- Validate file formats, processing flows, and integration logic.
- Oversee UAT, certification, and go live readiness.
- Ensure smooth transition from onboarding to steady state support.
H2H & Integration Domain Leadership
- Act as domain authority for corporate banking integrations across H2H enabled product areas.
- Understand end to end data flows, file exchange patterns, and banking message standards (SWIFT MT, ISO 20022, BAI2).
- Oversee secure connectivity frameworks (SFTP, encryption, VPN, certificates) ensuring compliance with bank standards.
- Guide clients and internal teams on integration design, structures, and best practices.
Drive Issue Resolution & Operational Excellence
- Own end to end resolution of client impacting issues; act as final escalation point.
- Diagnose problems across multiple platforms (channels, payments, core banking, cards, treasury).
- Challenge and push internal teams to ensure timely and high quality resolution.
- Maintain strict SLA discipline for priority clients; identify recurring issues and drive permanent fixes.
Act as Cross Platform Orchestrator
- Manage dependencies across multiple technology domains and platforms.
- Understand full transaction lifecycle across channels, middleware, and core systems.
- Drive resolution of critical incidents with clear client communication.
- Ensure seamless coordination between business, technology, and operations teams.
Continuous Improvement & Client Experience
- Improve onboarding processes, standardization, and documentation.
- Develop reusable integration kits, templates, and support playbooks.
- Enhance client experience through simplification and proactive support.
- Contribute to product and platform improvements based on client feedback.
What We Are Looking For
- Bachelor’s degree in a relevant field and 15+ years of experience in banking technology.
- Proven experience in client onboarding and H2H integrations, and corporate banking products.
- Strong track record in client facing roles managing corporate relationships.
- Experience building or scaling a new function or team (greenfield preferred).
- Strong understanding of banking message formats, file based integrations, APIs, middleware, and secure connectivity.
- Knowledge of UAE payment systems and regulatory environment.
- Experience across multiple banking platforms.
- Strong understanding of corporate treasury operations.
- Arabic language skills preferred.
- Strong techno functional expertise in transaction banking and corporate integrations.
- Trusted advisor mindset with excellent client engagement and communication.
- Hands on problem solver across complex multi system environments.
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