VP- Governance & Customer Experience (UAE National Only)

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Job Description

Job Purpose:

  • Build governance framework within business as per regulatory guidelines.
  • Monitoring & management of all governance related activities/tasks.
  • Customer experience & complaint management.

Key Accountabilities:

Governance & Risk Management :

  • Responsible for institutionalizing procedures and controls within the segment to assure compliance with applicable regulatory and legal requirements as well as good business practices.
  • Keep updated with regulatory changes and identify impact on the business pro-actively.
  • End to end responsibility for OR incident management and RCSA – from origination to closure and subsequent update of processes to avoid future irregularities.
  • Act as the key point of contact between the business and Compliance, Legal, Ops Risk, AMO, and ITD
  • Coordinate the Operational Risk Management and Business Continuity (BCM) initiatives within BBG
  • Support governance related activities for BBG in line with the bank principles as required
  • Assist senior management in the implementation of Department’s action plan by owning the respective objectives and delivering outcomes
  • Support the team in the role as focal point for any CMB related requests received from applicable regulators; in particular the Central Bank of the UAE (CB UAE) and other regulatory authorities.
  • Support the team in delivering management of Alerts, by facilitating the flow of information between the various stakeholders for the appropriate management of alerts
  • Supports the implementation of major transformation programs

Customer Excellence :

  • Formulate & manage end to end process for all customer communication
  • Custodians for all marketing related tasks for CMB
  • Work closely with all portfolio managers, area managers and segment heads to develop an organize annual marketing plan
  • Ensure adherence to customer complaint management process by ensuring effective coordination, with internal team members, product managers and relevant stakeholders.
  • Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit


Graduate with at least 7 years relevant local market knowledge in retail banking product and services

  • Sound compliance, ops or product or sales governance background
  • Prior experience in digitization and process excellence
  • Customer obsessed, change focused pragmatist
  • Good communication & interpersonal skills