AVP, Client Service Engineering - GTB Stream

About the Role
The mission of GCOO Client Service Engineering is to reimagine the company’s client service journeys to be client-centric, efficient, and risk-controlled, positioning the company as a benchmark for service excellence. The AVP 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 AVP will contribute and/or lead parts of the delivery of assigned service priorities and is responsible with key stakeholders to deliver the expected outcomes within set time boundaries and acceptable quality standards.

The AVP is an execution-focused role, working under the guidance of the VP. This role requires cross-functional collaboration with stakeholders across business lines, technology, and support functions. The AVP will often operate as project lead for specific initiatives or workstreams with stakeholders across Group Technology, Risk, Finance, Legal, Compliance, Audit, and within GCOO to drive end-to-end service priorities, AI experiments, and automation improvements. Tangible results in customer experience (CX), scalability, and risk mitigation will be key in defining success.

Key Responsibilities
Reporting to the VP, the AVP Client Service Engineering plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. The incumbent 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.

• Service Journey Reimagination:

  • Support the redesign and documentation of client service journeys to ensure they are client-centric, efficient, and risk-controlled.
  • Support end-to-end process optimization and automation initiatives.

• Service Delivery & Performance Management:

  • Coordinate with cross-functional teams to ensure the delivery of initiatives.
  • Track, analyze, and report performance against KPIs (CX, scalability, risk).

• Stakeholder Engagement & Change Leadership:

  • Support VP in engaging business stakeholders to align on priorities.
  • Act as a change agent by advocating agile ways of working and continuous improvement.
  • Assist in applying change management frameworks (e.g., ADKAR, Kotter) at the workstream level.

• Continuous Improvement & Innovation:

  • Conduct analysis to identify improvement opportunities and pilot AI/automation solutions.
  • Document and contribute to toolkits, playbooks, and frameworks for consistent service delivery.

• Reporting & Communication:

  • Prepare materials for governance forums, ExCo-X, and GCOO meetings.
  • Consolidate updates, risks, and key issues for escalation to senior management.

Requirements / Qualifications
The ideal candidate for the role has the following competencies:

• Strong Delivery Mindset:
  • Demonstrated ability to contribute to client service engineering and transformation initiatives within Financial Services and/or large corporate institutions. Experience in owning workstreams or projects, ensuring timely and high-quality delivery.
• Cross-Functional Collaboration:
  • Skilled in aligning diverse perspectives (front line, digital, operations, etc.), fostering shared ownership, and driving integrated outcomes through collaboration and trust. Can engage several stakeholders to lead to common goals.
• Analytical Skills:
  • Advanced problem-solving and analytical capabilities, with the ability to interpret data, identify improvement opportunities, and support decision-making with clear recommendations.
• Communication Skills:
  • Effective communicator who can present key findings, problem statements, and opportunities in a concise and compelling manner. Adept at tailoring messages for different audiences and building productive stakeholder relationships.
• Execution and Results Orientation:
  • Track record of delivering tangible improvements in operational performance, efficiency, or client experience, with a hands-on approach to problem-solving.
• Team Contribution and Coordination:
  • Experience in supporting or coordinating teams, with exposure to both agile and conventional delivery models. May take on temporary leadership of small project teams or analysts.
• Banking & Technology Knowledge:
  • Solid understanding of banking products, operations, and regulatory context (Corporate and/or Consumer). Familiarity with digital tools, automation, and technology-enabled transformation.

An Ideal Candidate Has the Following Qualifications and Experiences:

• Demonstrated experience contributing to successful transformation initiatives, process optimization, or automation projects, with measurable results.
• Bachelor's degree in business administration, Finance, Operations Management, or a related field.
• Typically, 6–10 years of experience in Financial Services, consultancy, or transformation roles, with a strong foundation in business process improvement and cross-functional delivery.

Preferred / Beneficial

• Professional certifications in project management (PMP, Prince2), process improvement (LEAN), change management, Agile, AI and/or related fields are a plus.
• MBA or advanced degree is a plus.