Vice President – Service Quality & Performance Management

About the role

A prominent regional bank is looking for an experienced Vice President to lead service quality, training and performance across its branch network and contact centre. The role owns how frontline teams are trained, measured and supported to deliver excellent customer service.

Key responsibilities

• Lead quality assurance across branches and the contact centre, including call monitoring, service audits, process checks and mystery shopping.
• Analyse QA results, identify root causes and present improvement priorities to senior leadership.
• Oversee training programmes covering onboarding, product knowledge and regulatory compliance.
• Ensure adherence to CBUAE Consumer Protection requirements and internal service standards.
• Set and refine KPI frameworks, scorecards and productivity models for frontline teams.
• Govern incentive schemes for fairness, transparency and accuracy.
• Track customer experience scores (NPS, CSAT, CES) and translate insights into actionable improvements.
• Lead a central MIS and analytics team, driving automation and AI‑based CX analytics.

Required profile

• Bachelor's degree in Business Administration or related discipline.
• 8+ years of banking experience in service quality, QA, training, performance management, incentive governance, analytics or MIS.
• Strong knowledge of CBUAE Consumer Protection standards.
• Proven experience working closely with branch and/or contact centre teams.
• Strong leadership, coaching and stakeholder management skills.

Required skills

• Certifications in Service Quality, CX, Lean, Six Sigma or Analytics (preferred).
• Experience with performance analytics and MIS reporting.