Associate Vice President - Service Communications Management

What You'll Be Doing

• Manage and optimize servicing and transactional customer communications across multiple channels.
• Drive communication cost optimization, reporting, and performance improvements.
• Own the communications platform, demand pipeline, governance controls, and delivery processes.
• Lead customer communications during planned and unplanned service disruptions and critical incidents.
• Maintain communication inventories, templates, repositories, and approval records.
• Partner with Finance, IT, Compliance, Fraud, and Business teams to ensure effective communication management.
• Leverage AI and analytics to review, validate, benchmark, and improve customer communications.

What We're Looking For

• Bachelor's degree in Business, Banking & Finance, Marketing, Information Technology, Engineering, or a related field.
• 5 to 8 years of experience in banking, customer service, marketing, PMO, IT, incident management, or related functions.
• Experience managing customer communication platforms and operational delivery processes.
• Strong stakeholder management and cross-functional collaboration skills.
• Experience in reporting, analytics, cost management, and governance within a regulated environment.
• Experience using AI and automation tools to improve operational efficiency and communication effectiveness.

Skills

• Project & Program Management
• Data Analysis & Reporting
• Incident & Service Recovery Management
• AI & Automation Tools
• Communication Governance & Regulatory Awareness
• Stakeholder & Vendor Management
• Analytical Thinking & Problem Solving
• Customer Centricity & Continuous Improvement Mindset
• Strong Organizational Skills & Attention to Detail

What's In It for You

• Be part of a role that directly influences customer experience across one of the UAE’s leading banks.
• Lead and transform the Bank's end-to-end servicing and transactional communications ecosystem.
• Drive high-impact initiatives focused on communication optimization, cost management, AI adoption, and operational excellence.
• Partner with senior stakeholders across Finance, IT, Compliance, Fraud, Operations, and Business teams.
• Gain exposure to strategic decision-making, incident management, customer communications governance, and digital transformation initiatives.
• Work in a collaborative environment that encourages innovation, continuous improvement, and professional growth.
• Play a key role in shaping how the Bank communicates with and serves its customers at scale.