Vice President - Service Quality & Performance Management - Banking

Location: United Arab Emirates

Employment Type: Full-time

Our client, a prominent regional bank, is seeking an experienced Vice President to lead service quality, training and performance across its branch network and contact centre. This is a strong opportunity for a customer-focused leader to take ownership of how frontline teams are trained, measured and supported to deliver excellent service.

• Lead quality assurance across branches and the contact centre, including call monitoring, service audits, process checks and mystery shopping
• Analyse QA results to find root causes and present improvement priorities to senior leadership
• Oversee branches and contact centres' training, covering onboarding, product, and regulatory
• Ensure frontline teams follow CBUAE Consumer Protection requirements and the bank's service standards
• Set and refine KPI frameworks, scorecards and productivity models for frontline teams
• Govern branch and contact centre incentive schemes so they are fair, transparent and accurate
• Track customer experience scores (NPS, CSAT, CES) and turn the insights into practical actions
• Lead a central MIS and analytics team and drive automation and AI-based CX analytics

• Bachelor's degree in Business Administration or a related discipline
• Certifications in Service Quality, CX, Lean, Six Sigma or Analytics are preferred
• 8+ years of banking experience across service quality, QA, training, performance management, incentive governance, analytics or MIS
• Strong knowledge of CBUAE Consumer Protection standards
• Experience working closely with branch and/or contact centre teams
• Strong leadership, coaching and stakeholder management skills