VP, Client Service Engineering - International Middle Office & Consumer Customer Service

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

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

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.
• 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…