SVP, Service, Channel Quality & Experience
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Key skills for this role
About the Role
A leading UAE bank is seeking a Senior Vice President to lead customer experience transformation, service quality, and operational excellence across branch and contact centre environments.
Key Skills for This Role
Responsibilities
- Own end to end customer journey mapping across branch and contact centre channels.
- Establish and govern service quality frameworks, performance management systems, and staff development programmes.
- Assess, recommend, and oversee the implementation of technology and automation solutions.
- Lead the workforce optimisation agenda across the branch network.
- Build, structure, and lead a newly created vertical team.
- Drive a material reduction in customer complaints and simplify key customer touchpoints.
Requirements
- Customer first philosophy embedded in leadership approach
- Broad experience spanning guest relations, contact centre management, and branch operations
- Demonstrable history of implementing digital solutions that reduced operational effort and costs
- Hands on digital transformation experience with AI and automation initiatives
- Executive presence and organizational capability to establish and lead a new function in a regulated environment
Full Job Posting
About the Role
- We are currently partnering with a leading bank in the UAE to identify a Senior Vice President – Service, Channel Quality & Experience.
- This is a senior leadership appointment for an executive with a proven track record in customer experience transformation, service quality, and operational excellence across branch and contact centre environments.
Key Responsibilities
- Own end to end customer journey mapping across branch and contact centre channels, including site visits, process mapping, and strategic alignment.
- Establish and govern service quality frameworks, performance management systems, and staff development programmes that drive measurable on the job improvement.
- Assess, recommend, and oversee the implementation of technology and automation solutions in collaboration with technical teams.
- Lead the workforce optimisation agenda across the branch network.
- Build, structure, and lead a newly created vertical team.
- Drive a material reduction in customer complaints, simplify key customer touchpoints and deliver quantifiable time and cost savings through automation and AI.
Candidate Profile
- A customer first philosophy embedded in their leadership approach, complemented by high energy and a practical, delivery oriented mindset.
- Broad experience spanning guest relations, contact centre management, and on the ground branch operations.
- A demonstrable history of implementing digital solutions that have materially reduced operational effort, lowered costs, and enhanced customer experience.
- Solid, hands on digital transformation experience with direct exposure to AI and automation initiatives that have reshaped operating models and reduced headcount or effort at scale.
- The executive presence and organisational capability to establish and lead a new function within a complex, regulated environment.
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