Associate Vice President - Service Communications Management

About the role

The Associate Vice President will lead and optimise the bank’s servicing and transactional customer communications across multiple channels, ensuring a seamless experience for clients.

Key responsibilities

• Manage and optimise servicing and transactional customer communications across multiple channels.
• Drive communication cost optimisation, reporting and performance improvements.
• Own the communications platform, demand pipeline, governance controls and delivery processes.
• Lead customer communications during planned and unplanned service disruptions and critical incidents.
• Maintain communication inventories, templates, repositories and approval records.
• Partner with Finance, IT, Compliance, Fraud and Business teams to ensure effective communication management.
• Leverage AI and analytics to review, validate, benchmark and improve customer communications.

Required profile

• Bachelor’s degree in Business, Banking & Finance, Marketing, IT, Engineering or a related field.
• 5‑8 years of experience in banking, customer service, marketing, PMO, IT, incident management or related functions.
• Experience managing customer communication platforms and operational delivery processes.
• Strong stakeholder management and cross‑functional collaboration skills.
• Experience in reporting, analytics, cost management and governance within a regulated environment.
• Proven use of AI and automation tools to improve operational efficiency and communication effectiveness.

Required skills

• AI Automation Tools
• Data Analysis Reporting

What we offer

• Direct influence on customer experience at one of the UAE’s leading banks.
• Opportunity to lead transformation of the end‑to‑end communications ecosystem.
• High‑impact initiatives focused on communication optimisation, cost management, AI adoption and operational excellence.
• Collaboration with senior stakeholders across Finance, IT, Compliance, Fraud, Operations and Business teams.
• Exposure to strategic decision‑making, incident management, governance and digital transformation projects.