Associate Vice President - Client Support Lead, Wholesale Banking Technology
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Key skills for this role
Role Overview
Senior, client-facing techno-functional role supporting corporate customers with technical integration and ongoing interaction with wholesale banking platforms.
Greenfield leadership role responsible for building and scaling a dedicated IT client support function.
Acts as the primary interface between corporate clients and internal technology teams.
Key Skills for This Role
Full Job Posting
Role Overview
Senior, client-facing techno-functional role supporting corporate customers with technical integration and ongoing interaction with wholesale banking platforms.
Greenfield leadership role responsible for building and scaling a dedicated IT client support function.
Acts as the primary interface between corporate clients and internal technology teams.
Function Leadership
- Establish the Wholesale Banking IT Client Support unit from the ground up.
- Define the operating model, team structure, roles, SLAs, and engagement processes.
- Recruit, develop, and lead a high-performing team with clear accountability.
- Implement performance tracking, reporting, continuous improvement, and scalable support processes.
Client Relationships
- Act as the primary technical contact for priority corporate clients.
- Build trusted relationships with client IT and treasury teams.
- Lead discussions on integration design, onboarding, issue resolution, escalations, and critical incidents.
- Provide guidance aligned with cash visibility, working capital, and payment automation needs.
Onboarding and Integration
- Drive end-to-end technical onboarding for corporate banking solutions.
- Design and implement H2H, API, file-based, and relevant SWIFT connectivity models.
- Validate file formats, processing flows, integration logic, UAT, certification, and go-live readiness.
- Ensure smooth transition from onboarding to steady-state support.
Integration Domain
- Lead integrations across payments, collections, statements, reporting, liquidity, cash management, trade finance, FX, treasury, cards, loans, cheques, and virtual accounts.
- Understand data flows, file exchange patterns, and SWIFT MT, ISO 20022, and BAI2 standards.
- Oversee secure connectivity using SFTP, encryption, VPN, and certificates.
Issue Resolution and Improvement
- Own end-to-end resolution of client-impacting issues across multiple banking platforms.
- Manage dependencies across channels, middleware, core systems, business, technology, and operations.
- Maintain SLA discipline and drive permanent fixes for recurring issues.
- Develop reusable integration kits, templates, documentation, and support playbooks.
Candidate Requirements
- Bachelor’s degree in a relevant field and 15 or more years of banking technology experience, preferably in transaction or wholesale banking.
- Experience with client onboarding, H2H integrations, corporate banking products, and multiple banking platforms.
- Knowledge of UAE payment systems and regulatory requirements, including WPS, UAEFTS, IPP, and CBUAE requirements.
- Arabic language skills are preferred for engagement with UAE or GCC corporate clients.
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