Vice President - Service Channel Operations

About the role

The client is a prominent bank in the UAE seeking a Vice President to lead its service channel operations. This senior position oversees post‑sales servicing, the ATM network, and workforce planning across branches and the contact centre.

Key responsibilities

• Manage the bank's ATM network across the UAE, covering deployment, performance, availability and incident resolution.
• Govern ATM vendors, cash handlers and service partners through contracts, SLA oversight and performance reviews.
• Lead Customer Experience Desks handling post‑sales servicing for mortgage, personal loan and auto loan customers within agreed SLAs.
• Improve documentation flows, fulfilment processes and hand‑offs to reduce customer effort and errors.
• Use complaint analysis and root‑cause reviews to fix recurring service issues.
• Lead workforce planning for branches and the contact centre, including forecasting, staffing models and capacity planning.
• Support digitisation of frontline journeys and new service rollouts.
• Act as the key link with Operations, Risk, Compliance, Digital, Retail and Finance.

Required profile

• Bachelor's degree in Business Administration or a related discipline.
• 8+ years of UAE banking operations experience with exposure to branch operations, post‑sales servicing, vendor management, SLA governance and channel enablement.
• Good knowledge of CBUAE regulations, operational risk and control frameworks.
• Strong leadership, coaching and stakeholder management skills.