Head of Service Operations
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Key skills for this role
About the Role
Jex Recruitment is hiring a Head of Service Operations for a leading bank in Dubai. This role leads customer service channel enablement, workforce management, service transformation, and ATM governance.
Key Skills for This Role
Responsibilities
- Lead the Customer Service Channel Enablement function across Branch Distribution and Contact Centre Services
- Develop workforce management strategies including forecasting, capacity planning, scheduling and resource optimisation
- Drive service transformation initiatives to improve customer journeys, operational efficiency and service consistency
- Oversee Customer Experience Desks and post sales servicing operations, ensuring excellent customer outcomes and regulatory compliance
- Own governance of the ATM channel, including vendor management, SLA oversight, network performance and service availability
- Identify operational improvement opportunities through data analysis, customer feedback and performance insights
- Partner with Digital, Technology and Operations teams to support new service initiatives and process automation
- Develop service governance frameworks, dashboards and KPIs to monitor operational performance
- Lead cross functional projects that improve customer experience while reducing operational complexity
- Build strong relationships across Retail Banking, Contact Centre, Risk, Compliance and Technology to ensure successful delivery of strategic initiatives
Requirements
- 10+ years' experience within retail banking operations, customer service or service channel management
- Proven leadership experience across branch, contact centre or customer service operations within a leading retail bank
- Strong knowledge of workforce management, operational governance and service delivery
- Experience leading customer experience, service transformation or operational excellence initiatives
- Demonstrated ability to manage complex stakeholder relationships across business and technology functions
- Strong analytical capability with experience using MI, dashboards and operational KPIs to drive decision making
- Experience managing third party vendors and service level agreements
- Excellent leadership, communication and change management skills
Full Job Posting
Role Overview
- This role sits at the heart of the bank's service transformation agenda, ensuring customers receive a seamless, efficient and consistent experience across all physical and assisted service channels.
- You will lead initiatives spanning workforce management, customer service operations, channel optimisation, service transformation, ATM governance and customer experience enablement.
Key Responsibilities
- Lead the Customer Service Channel Enablement function across Branch Distribution and Contact Centre Services.
- Develop workforce management strategies including forecasting, capacity planning, scheduling and resource optimisation.
- Drive service transformation initiatives to improve customer journeys, operational efficiency and service consistency.
- Oversee Customer Experience Desks and post sales servicing operations, ensuring excellent customer outcomes and regulatory compliance.
- Own governance of the ATM channel, including vendor management, SLA oversight, network performance and service availability.
- Identify operational improvement opportunities through data analysis, customer feedback and performance insights.
- Partner with Digital, Technology and Operations teams to support new service initiatives and process automation.
- Develop service governance frameworks, dashboards and KPIs to monitor operational performance.
- Lead cross functional projects that improve customer experience while reducing operational complexity.
- Build strong relationships across Retail Banking, Contact Centre, Risk, Compliance and Technology to ensure successful delivery of strategic initiatives.
Requirements
- 10+ years' experience within retail banking operations, customer service or service channel management.
- Proven leadership experience across branch, contact centre or customer service operations within a leading retail bank.
- Strong knowledge of workforce management, operational governance and service delivery.
- Experience leading customer experience, service transformation or operational excellence initiatives.
- Demonstrated ability to manage complex stakeholder relationships across business and technology functions.
- Strong analytical capability with experience using MI, dashboards and operational KPIs to drive decision making.
- Experience managing third party vendors and service level agreements.
- Excellent leadership, communication and change management skills.
Preferred Experience
- Branch Operations
- Contact Centre Operations
- Workforce Management
- Customer Experience (CX)
- Service Excellence
- Operational Excellence / Lean
- Process Re engineering
- ATM Channel Management
- Banking Operations Transformation
- Service Channel Governance
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