AVP, Client Service Engineering - GTB Stream

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 AVP 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 AVP will contribute and-or lead (parts) of the delivery of assigned service priorities and is responsible with key stakeholders to deliver the expected outcomes within set time boundaries and acceptable quality standards

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 AVP 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 AVP will contribute and-or lead (parts) of the delivery of assigned service priorities and is responsible with key stakeholders to deliver the expected outcomes within set time boundaries and acceptable quality standards.

The AVP is an execution-focused role, working under the guidance of the VP. The role requires cross-functional collaboration with stakeholders across business lines, technology, and support functions. The AVP will often operate as project lead for specific initiatives or work streams with stakeholders across 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.

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
• Service Delivery & Performance Management:
  Coordinate with cross-functional teams to ensure delivery of initiatives
• Track, analyze, and report performance against KPIs (CX, scalability, risk).
• Stakeholder Engagement & Change Leadership:
  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
• Continuous Improvement & Innovation:
  Conduct analysis to identify improvement opportunities and pilot AI/automation solutions
• Document and contribute to toolkits, playbooks, and frameworks for consistent service delivery
• Reporting & Communication:
  Prepare materials for governance forums, ExCo-X, and GCOO meetings
• Consolidate updates, risks, and key issues for escalation to senior management.

• An ideal candidate for the role has the following competencies:
  Strong delivery mindset:
  Demonstrated ability to contribute to client service engineering and transformation initiatives within Financial Services and/or large corporate institutions. Experience in…