Principal Lead- Customer Lifecycle & KYC Management

Principal Lead
- Customer Lifecycle & KYC Management

• Full-time
• Sub Division:
  Technology - IB & Markets, Wholesale and International

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career.

Be ready to make your mark a top company, in an exciting & dynamic industry.

Its a strategic leadership role responsible for driving the vision, implementation, and continuous optimization of Customer Relationship Management (CRM) systems and customer onboarding processes across Wholesale and Retail Banking. This role serves as a critical bridge between business objectives and technical solutions, ensuring CRM and onboarding initiatives are aligned with broader organizational goals.

This role will lead the end-to-end customer onboarding and KYC (Know Your Customer) management functions, designing and executing processes that ensure regulatory compliance, operational efficiency, and exceptional client experiences. Leveraging deep domain expertise, advanced CRM technologies, data analytics, and emerging capabilities such as AI, ML, and Agentic AI, the role will deliver intelligent, seamless, and compliant customer journeys.

This role demands a strong understanding of regulatory frameworks, customer experience principles, and operational excellence to support business growth, enhance customer engagement and retention, and maximize lifetime customer value through innovative and agile methodologies.

• Define and execute the onboarding and KYC strategy for Wholesale Banking, ensuring alignment with regulatory requirements (AML, FATF, Central Bank guidelines) and business objectives.
• Lead the CRM strategy across marketing, sales, and service functions to drive customer-centric growth and enhance relationship management.
• Foster a culture of accountability, innovation, and continuous improvement across onboarding and CRM initiatives.

• Spearhead cross-functional Agile teams to deliver digital, automated onboarding solutions and CRM enhancements.
• Oversee CRM program planning, execution, and delivery, including upgrades, integrations, and new feature rollouts.
• Collaborate with Technology, Compliance, Operations, and Business teams to ensure seamless customer journeys and system interoperability.

• Establish and monitor KPIs for onboarding efficiency, compliance, customer satisfaction, CRM effectiveness, retention, and conversion rates.
• Analyze onboarding and CRM data to generate actionable insights and inform strategic decision‑making.

• Act as the primary point of contact for onboarding, KYC, and CRM-related issues and escalations.
• Ensure CRM systems and onboarding processes comply with data privacy regulations (e.g., GDPR) and maintain data integrity and security.
• Manage relationships with external vendors and technology partners to deliver scalable and compliant solutions.

• Provide subject matter expertise on complex onboarding and KYC cases.
• Identify and implement process improvements to reduce turnaround times and enhance customer experience.

• Lead architecture, configuration, and integration of CRM platforms (Salesforce, MS Dynamics, SAP CRM) with enterprise systems (ERP, marketing automation).
• Oversee onboarding platform development using .NET, C#, React, and microservices architecture, ensuring secure, scalable, and responsive solutions.
• Drive adoption of CI/CD pipelines, containerization, and API-first design for agile delivery and performance optimization.
• Leverage AI/ML for identity verification, fraud detection, document classification, and risk scoring.
• Implement Agentic AI systems to orchestrate autonomous onboarding workflows that adapt to customer behavior and escape exceptions…