VP, Client Service Engineering - GTB Stream

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.

Responsibilities

• 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 KPIs 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 delivery, 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, and present materials for GCOO, ExCo X and other executive committees as required.

Details

• Seniority level: Executive
• Employment type: Full time
• Job function: Business Development and Sales
• Industries: Banking