Associate Vice President – Service Communications Management

About the role

The Associate Vice President – Service Communications Management will lead the design, delivery and optimisation of customer communications across all service channels. This senior position partners with Finance, IT, Compliance, Fraud and Business teams to ensure seamless, cost‑effective communication during normal operations and critical incidents.

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.
• Experience using AI and automation tools to improve operational efficiency and communication effectiveness.

Required skills

• AI & Automation Tools
• Data Analysis & Reporting

What we offer

• Influence customer experience at one of the UAE’s leading banks.
• Lead and transform the bank’s end‑to‑end servicing and transactional communications ecosystem.
• Drive high‑impact initiatives focused on communication optimisation, cost management, AI adoption and operational excellence.
• Partner with senior stakeholders across Finance, IT, Compliance, Fraud, Operations and Business teams.
• Gain exposure to strategic decision‑making, incident management, customer communications governance and digital transformation initiatives.
• Work in a collaborative environment that encourages innovation, continuous improvement and professional growth.
• Play a key role in shaping how the bank communicates with and serves its customers at scale.