VP - Onboarding and Servicing | UAEn

Job Title: Vice President – Onboarding & Servicing | Retail Ops (UAEn)

To lead and manage the Bank’s Account Onboarding, Customer Servicing, ATM Operations, and Cash Management functions, ensuring efficient, secure, and compliant service delivery in line with the Bank’s strategic objectives. The role is responsible for optimizing operational performance, enhancing customer experience, mitigating risks, and driving continuous improvement through technology and process excellence.

Develop and execute the functional strategy for onboarding, servicing, ATM operations, and cash management aligned with the Bank’s overall business goals.

Establish governance frameworks, policies, and procedures to ensure consistency, control, and regulatory compliance.

Support digital transformation initiatives to enhance operational efficiency and customer experience.

Operations Management

Oversee end-to-end operational activities for account opening, maintenance, servicing, ATM network operations, and cash handling.

Ensure smooth and efficient operations, minimizing downtime and optimizing transaction processing times.

Monitor service levels and operational KPIs to ensure high performance and reliability.

Customer Experience

Ensure delivery of high-quality services that meet or exceed customer expectations.

Resolve escalated customer issues promptly and implement improvements to enhance satisfaction and retention.

Risk, Compliance & Controls

Ensure full compliance with regulatory requirements, Central Bank guidelines, and internal policies.

Implement robust risk management and internal control measures related to cash handling, fraud prevention, and ATM operations.

Ensure operational resilience and business continuity within the function.

Manage departmental budgets, forecasts, and financial performance.

Optimize resource utilization while controlling costs and supporting revenue growth initiatives.

Technology & Process Improvement

Drive automation, digitization, and adoption of new technologies to enhance service delivery and operational efficiency.

Lead process re-engineering initiatives to eliminate inefficiencies and strengthen controls.

Leadership & People Management

Lead, coach, and develop a high-performing team.

Promote a culture of accountability, collaboration, and continuous improvement.

Manage workforce planning, performance management, and succession development.

Collaborate with internal stakeholders including Retail Banking, IT, Risk, Compliance, and Operations.

Manage relationships with external vendors for ATM maintenance, cash logistics, and technology services.

Provide regular performance updates to senior management.

Efficient and reliable onboarding, servicing, ATM, and cash operations

High customer satisfaction and service quality

Compliance with regulatory and internal standards

Achievement of financial and operational targets

Successful implementation of technology and process improvements

Development of a competent and engaged team

Bachelor’s degree in Business, Finance, Banking, or related field (Master’s preferred).

Minimum 10–12 years of relevant banking experience, with significant exposure to onboarding, servicing, ATM operations, or cash management.

Proven leadership experience managing large operational teams.

Strong knowledge of banking systems, digital onboarding platforms, ATM networks, and cash management processes.

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