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AVP, Client Service Engineering - GTB Stream
Job Description & How to Apply Below
Reporting to the VP, the AVP 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- Support the redesign and documentation of client service journeys to ensure they are client‑centric, efficient, and risk‑controlled
- Support end‑to‑end process optimization and automation initiatives
- Coordinate with cross‑functional teams to ensure delivery of initiatives
- Track, analyze, and report performance against KPIs (CX, scalability, risk)
- Support VP in engaging business stakeholders to align on priorities
- Act as a change agent by advocating agile ways of working and continuous improvement
- Assist in applying change management frameworks (e.g., ADKAR, Kotter) at the workstream level
- Conduct analysis to identify improvement opportunities and pilot AI/automation solutions
- Document and contribute to toolkits, playbooks, and frameworks for consistent service delivery
- Prepare materials for governance forums, ExCo‑X, and GCOO meetings
- Consolidate updates, risks, and key issues for escalation to senior management
Seniority level:
Executive |
Employment type:
Full‑time | Job function:
Business Development and Sales | Industry: Banking
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