JOB SUMMARY / INTRODUCTION
The mission of GCOO Client Service Engineering is to reimagine FAB’s client service journeys to be client-centric, efficient, and risk-controlled, positioning FAB as a benchmark for service excellence. The VP plays a key role in enabling the bank’s transformation agenda, ensuring that client service engineering initiatives directly support strategic priorities in customer experience, operational efficiency, and risk management. The VP will lead the delivery of assigned service priorities and is responsible with key stakeholders to deliver the expected outcomes within set time boundaries.
Reporting directly to the Head of Client Service Engineering, the VP Client Service Engineering plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. He/She will lead multiple client service priorities, collaborate with cross-functional stakeholders, and ensure the successful execution of initiatives that align with the bank's strategic objectives.
KEY RESPONSIBILITIES
Service Journey Reimagination
Lead the redesign of client service journeys to ensure they are client-centric, efficient, and risk-controlled. Drive end-to-end process optimization and automation initiatives.
Service Delivery & Performance Management
- Ensure delivery and scalability of redesigned service journeys, coordinating cross-functional teams.
Monitor and report progress on key KPI’s across CX, Scalability and Risk.
Stakeholder Engagement & Change Leadership
Engage with key stakeholders across business domains to align on service priorities and drive change. Champion a culture of agile, fast-paced, and repeatable deliver, fostering innovation, agility, and continuous improvement. Familiarity with change management frameworks (e.g., ADKAR, Kotter) is desirable.
Continuous Improvement & Innovation
Identify opportunities for ongoing process improvement and innovation, including piloting AI and automation solutions. Contribute to the adoption of structured toolkits, best practices, innovation, set-up playbooks, and frameworks for consistent service delivery.
Reporting & Communication
- Provide regular updates to senior management and governance forums on progress, risks, and key decisions. Prepare, contribute, present materials for GCOO, ExCo-X and other executive committees as required.
- The VP will directly lead a small team of 1–2 analysts. While not responsible for a large team, the role requires strong influence and collaboration skills to drive cross-functional initiatives and coordinate with stakeholders across business lines, technology, and support functions.
- The VP will engage with stakeholders across Business Lines, Group Technology, Risk, Finance, Legal, Compliance, Audit, and within GCOO to drive end-to-end service priorities, AI experiments, and automation improvements. This is an execution-focused role; tangible results in CX, scalability, and risk mitigation will be key in defining success.
REQUIREMENTS / QUALIFICATIONS
- An ideal candidate for the role has the following competencies:
- Proven leadership: Demonstrated experience in leading e2e client service engineering and transformation initiatives within a Financial Services and/or large multinational corporate institution.
- Cross-functional Collaboration: Ability to collaborate effectively across departments. Skilled in aligning diverse perspectives (front line, digital, operations, etc.), fostering shared ownership, and driving integrated outcomes through collaboration and trust. Can engage several stakeholders to lead to common goals.
- Analytical skills: Excellent analytical and problem-solving skills, with the ability to interpret and leverage data to drive opportunities for improvement and expedite decision-making.
- Communication skills: Ability to convey key concepts, problem statements and opportunity cases to gain buy-in from stakeholders across the organization.
- Good communicator with very high awareness about stakeholder’s standpoint, who can formulate messaging accordingly. Capable of building relationships and collaborating with stakeholders at and above his/her level.
- Results-orientated and hands-on delivery: Track record to deliver tangible results in terms of improvement operation performance.
- Team management: Proven competence around managing people and team(s), both on a BAU and temporary basis; in agile and conventional setups.
- Banking & Technologic knowledge: good understanding of banking segments, domain, product and operations knowledge (Corporate, Consumer), regulatory compliance, and industry trends. Proficiency in leveraging technology and digital solutions to enhance operations.
An ideal candidate has the following qualifications and experiences:
- Proven track record of leading successful transformation initiatives, driving process optimization, and delivering measurable results.
- Bachelor's degree in business administration, Finance, Operations Management, or a related field. MBA or advanced degree is a plus.
- ~ min 10-15 years of experience in Financial Services, external consultancy and with a substantial amount of experience in business transformation, strategic planning, process improvement or system automation with half or more being in executive and/or consulting roles.
Preferred / Beneficial
- Professional certifications in project management (PMP, Prince2), process improvement (LEAN), change management, Agile, AI and-or related fields are a plus.
