Unit Head - Voice & Virtual; UAE National

Job Summary

We are looking for a Unit Head - Voice & Virtual to provide strategic leadership across the Client Care Centre. You will oversee large-scale service, sales, and governance operations, ensuring consistent, high‑quality client experiences across all voice and virtual channels. In this role, you will shape strategy, lead senior managers, and drive performance, cost discipline, and capability uplift. You will role‑model a deep understanding of client needs, colleague engagement, and operational excellence to enable delivery of strong business outcomes.

• Provide strategic leadership across service, sales, and governance operations within the Client Care Centre
• Lead and develop senior managers and team leads to deliver strong operational, service quality, and commercial outcomes
• Drive performance against service, sales, cost, efficiency, and quality targets
• Oversee escalations and ensure timely resolution of complex client issues
• Lead resource planning, productivity management, and cost optimisation
• Use performance metrics and management information to inform strategy and decision‑making
• Champion customer experience initiatives that improve satisfaction, usage, and revenue outcomes
• Drive engagement, capability development, and sustainable attrition reduction across teams
• Strengthen governance, risk awareness, and compliance across the operation

• Extensive experience leading large-scale contact centre or customer operations
• Strong people leadership capability with experience managing leaders at scale
• Proven track record in driving operational performance, service excellence, and cost management
• Strong analytical and problem‑solving skills with the ability to translate insights into clear actions
• Excellent communication and stakeholder management skills with the ability to influence at senior levels
• Understanding of contact centre governance, risk, and operational controls

• Graduate or post‑graduate degree in business or a related discipline
• Fluency in Arabic and English language is required

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you.

You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market‑leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first‑aiders and all sorts of self‑help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values‑driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies – everyone feels respected and can realise their full potential.