About the Role
The mission of the GCOO Client Service Engineering team is to reimagine the client service journeys to be client-centric, efficient, and risk-controlled, positioning the organization as a benchmark for service excellence. The Vice President (VP) plays a key role in enabling the company’s transformation agenda, ensuring that client service engineering initiatives directly support strategic priorities in customer experience, operational efficiency, and risk management. The VP will lead the delivery of assigned service priorities and is responsible, in collaboration with key stakeholders, for achieving expected outcomes within set time constraints.
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Reporting directly to the Head of Client Service Engineering, the VP Client Service Engineering drives end-to-end change through process reengineering, automation, and efficiency improvements. This role involves overseeing multiple client service priorities, collaborating with cross-functional stakeholders, and ensuring the successful execution of initiatives aligned with the company's strategic objectives.
Key Responsibilities
- Service Journey Reimagination
- Lead the redesign of client service journeys to ensure they are client-centric, efficient, and risk-controlled, driving end-to-end process optimization and automation initiatives.
- Service Delivery & Performance Management
- Ensure the delivery and scalability of redesigned service journeys by coordinating cross-functional teams.
- Monitor and report progress on key KPIs across Customer Experience (CX), Scalability, and Risk.
- Stakeholder Engagement & Change Leadership
- 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.
- Continuous Improvement & Innovation
- 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.
- Reporting & Communication
- 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.
The VP will directly lead a small team of 1–2 analysts. While not responsible for a large team, this role requires strong influence and collaboration skills to drive cross-functional initiatives and coordinate with stakeholders across business lines, technology, and support functions. The VP will engage with stakeholders across Business Lines, Group Technology, Risk, Finance, Legal, Compliance, Audit, and within GCOO to drive end-to-end service priorities, AI experiments, and automation improvements. This is an execution-focused role; tangible results in CX, scalability, and risk mitigation will be key in defining success.
Requirements / Qualifications
- An ideal candidate for the role has the following competencies:
- Proven Leadership: Demonstrated experience in leading end-to-end client service engineering and transformation initiatives within a Financial Services and/or large multinational corporate institution.
- Cross-functional Collaboration: Ability to collaborate effectively across departments, engaging diverse perspectives to foster shared ownership and drive integrated outcomes.
- Analytical Skills: Excellent analytical and problem-solving abilities, with the capability to interpret and leverage data to drive improvement opportunities and expedite decision-making.
- Communication Skills: Ability to convey key concepts, problem statements, and opportunity cases to gain buy-in from stakeholders across the organization.
- Results-oriented: Track record of delivering tangible results in operational performance improvements.
- Team Management: Proven competence in managing people and teams, both in business-as-usual and temporary projects, in agile and traditional setups.
- Banking & Technological Knowledge: Good understanding of banking segments, product operations, regulatory compliance, and industry trends, as well as proficiency in leveraging technology and digital solutions to enhance operations.
An ideal candidate will possess the following qualifications and experiences:
- Proven track record of leading successful transformation initiatives, driving process optimization, and delivering measurable results.
- Bachelor's degree in Business Administration, Finance, Operations Management, or a related field (MBA or advanced degree is a plus).
- Approximately 10-15 years of experience in Financial Services or external consultancy, with substantial experience in business transformation, strategic planning, process improvement, or system automation, including significant time in executive and/or consulting roles.
Preferred / Beneficial
- Professional certifications in project management (PMP, Prince2), process improvement (LEAN), change management, Agile, AI, and/or related fields are an advantage.
