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Director of Banking Operations at Confidential Company
Dubai, Dubai, United Arab Emirates -
Full Time

Start Date

Immediate

Expiry Date

14 Dec, 26

Salary

0.0

Posted On

15 Sep, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Financial Services & Insurance

Description


  • Key responsibilities:Stand up and lead customer service, contact-center, and branch-service capabilities, including service standards, quality assurance, escalation paths, and capacity plans.
  • Establish and oversee maker-checker procedures for branch transactions, with clear delegations and demonstrable control effectiveness.
  • Direct physical-enterprise readiness and operations, including premises, facilities, workplace services, and physical archival.
  • Define, monitor, and report operational KPIs, SLAs, customer-experience measures, and risk indicators; drive remediation where performance falls short.
  • Own operational risk management, including RCSAs, incident and error management, root-cause analysis, and closure of audit and regulatory findings.
  • Partner with Technology, Product, Risk, and Compliance to embed operational requirements, assisted-channel fallbacks, and consumer-protection controls in customer journeys.
  • Lead Day-1 readiness testing, rehearsals, cutover, and contingency planning for critical customer-facing processes.
  • Build and develop the banking-operations team and champion responsible AI, automation, and analytics with appropriate human oversight.


  • Required Skills & Experience: 12+ years in banking operations within banking or financial services, including senior leadership of a banking operations team.
  • Deep expertise in customer service, contact-centre and branch operations, maker-checker controls, physical enterprise, and operational risk management.
  • Proven record building banking-operations target operating models, service standards, control frameworks, and launch-readiness capabilities in a regulated environment.
  • Strong knowledge of relevant CBUAE expectations, consumer-protection requirements, and applicable operational-risk standards.
  • Exposure to AI-enabled service operations, workforce tooling, intelligent document processing, and advanced customer and operational analytics.

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Responsibilities