About
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 VP 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 VP will lead the delivery of assigned service priorities and is responsible with key stakeholders to deliver the expected outcomes within set time boundaries. The VP will directly lead a small team of 1–2 analysts. While not responsible for a large team, the role requires strong influence and collaboration skills to drive cross-functional initiatives and coordinate with stakeholders across business lines, technology, and support functions. This is an execution-focused role; tangible results in CX, scalability, and risk mitigation will be key in defining success.
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Key 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.
- Identify opportunities for ongoing process improvement and innovation, including piloting AI and automation solutions.
- Provide regular updates to senior management and governance forums on progress, risks, and key decisions.
Requirements
- 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.
- Minimum 10–15 years of experience in Financial Services, external consultancy, with substantial experience in business transformation, strategic planning, process improvement, or system automation, with half or more 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 a plus.
- MBA or advanced degree is a plus.
Skills
- Proven leadership in leading end-to-end client service engineering and transformation initiatives within Financial Services or a large multinational corporation.
- Ability to collaborate effectively across departments, aligning diverse perspectives and fostering shared ownership.
- Excellent analytical and problem-solving skills, with the ability to interpret and leverage data.
- Strong communication skills, capable of conveying key concepts and building relationships with stakeholders.
- Results-oriented with a proven track record of delivering tangible improvements in operation performance.
- Good understanding of banking segments, regulatory compliance, and industry trends.
- Proficiency in leveraging technology and digital solutions to enhance operations.
