VP - Onboarding and Servicing | UAEn

Job Title: Vice President – Onboarding & Servicing | Retail Ops (UAEn)Job PurposeTo lead and manage the Bank’s Account Onboarding, Customer Servicing, ATM Operations, and Cash Management functions, ensuring efficient, secure, and compliant service delivery in line with the Bank’s strategic objectives. The role is responsible for optimizing operational performance, enhancing customer experience, mitigating risks, and driving continuous improvement through technology and process excellence.Key ResponsibilitiesDevelop and execute the functional strategy for onboarding, servicing, ATM operations, and cash management aligned with the Bank’s overall business goals.Establish governance frameworks, policies, and procedures to ensure consistency, control, and regulatory compliance.Support digital transformation initiatives to enhance operational efficiency and customer experience.Operations ManagementOversee end-to-end operational activities for account opening, maintenance, servicing, ATM network operations, and cash handling.Ensure smooth and efficient operations, minimizing downtime and optimizing transaction processing times.Monitor service levels and operational KPIs to ensure high performance and reliability.Customer ExperienceEnsure delivery of high-quality services that meet or exceed customer expectations.Resolve escalated customer issues promptly and implement improvements to enhance satisfaction and retention.Risk, Compliance & ControlsEnsure full compliance with regulatory requirements, Central Bank guidelines, and internal policies.Implement robust risk management and internal control measures related to cash handling, fraud prevention, and ATM operations.Ensure operational resilience and business continuity within the function.Manage departmental budgets, forecasts, and financial performance.Optimize resource utilization while controlling costs and supporting revenue growth initiatives.Technology & Process ImprovementDrive automation, digitization, and adoption of new technologies to enhance service delivery and operational efficiency.Lead process re-engineering initiatives to eliminate inefficiencies and strengthen controls.Leadership & People ManagementLead, coach, and develop a high-performing team.Promote a culture of accountability, collaboration, and continuous improvement.Manage workforce planning, performance management, and succession development.Collaborate with internal stakeholders including Retail Banking, IT, Risk, Compliance, and Operations.Manage relationships with external vendors for ATM maintenance, cash logistics, and technology services.Provide regular performance updates to senior management.Efficient and reliable onboarding, servicing, ATM, and cash operationsHigh customer satisfaction and service qualityCompliance with regulatory and internal standardsAchievement of financial and operational targetsSuccessful implementation of technology and process improvementsDevelopment of a competent and engaged teamQualifications & ExperienceBachelor’s degree in Business, Finance, Banking, or related field (Master’s preferred).Minimum 10–12 years of relevant banking experience, with significant exposure to onboarding, servicing, ATM operations, or cash management.Proven leadership experience managing large operational teams.Strong knowledge of banking systems, digital onboarding platforms, ATM networks, and cash management processes.View our Equal Employment Opportunity Policy#J-18808-Ljbffr