VP, Client Service Engineering - Entity Onboarding & Activation

About the role

The VP Client Service Engineering leads the redesign of client service journeys to make them client-centric, efficient and risk-controlled, supporting the bank's transformation agenda in customer experience, operational efficiency and risk management. Reporting to the Head of Client Service Engineering, the VP drives end-to-end change through process reengineering, automation and efficiency improvements, collaborates with cross-functional stakeholders and leads a small team of 1-2 analysts.

Key responsibilities

• Redesign client service journeys and drive end-to-end process optimization and automation
• Ensure delivery and scalability of redesigned journeys, coordinating cross-functional teams
• Monitor and report progress on key KPIs across CX, scalability and risk
• Engage stakeholders across business lines, Group Technology, Risk, Finance, Legal, Compliance and Audit, and champion agile, repeatable delivery
• Pilot AI and automation solutions and adopt structured toolkits, playbooks and frameworks for consistent service delivery
• Report regularly to senior management and governance forums, and prepare materials for GCOO, ExCo-X and other executive committees

Required profile

• Proven leadership of end-to-end client service engineering and transformation initiatives in financial services or a large multinational corporation
• Minimum 10-15 years of experience in financial services, external consultancy or business transformation, with half or more in executive or consulting roles
• Bachelor's degree in business administration, finance, operations management or a related field; MBA or advanced degree a plus
• Track record of delivering measurable results in process optimization and operational performance

Required skills

• Analytical and problem-solving skills, with data-driven decision-making
• Strong communication and stakeholder engagement skills
• Team management in agile and conventional setups, on a BAU and temporary basis
• Knowledge of banking segments, products, operations and regulatory compliance
• Preferred: PMP, PRINCE2, LEAN, change management, Agile, AI certifications