VP, Client Service Engineering - GTB Stream

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.

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.