Associate Director – Client Service & Engagement

Emirates Investment Bank pjsc; Dubai; On-site; AED 300,000 - 400,000; Full time

Job summary

A leading bank in the UAE seeks an Associate Director of Customer Service & Engagement. This role involves leading the customer engagement strategy and ensuring client satisfaction through a seamless service framework across multiple channels. The ideal candidate should have at least 15 years of banking experience, with a strong background in customer service and digital transformation. Educational qualifications include a Bachelor's degree in a relevant field and preferred certifications in Customer Experience.

Qualifications

• Minimum 15 years of banking experience in UAE.
• At least 7 years in leadership roles focused on customer service.
• Deep knowledge of digital channels.

Responsibilities

• Lead the bank’s customer engagement strategy.
• Drive client satisfaction and embed a client-first culture.
• Establish and lead the Bank's complaints management framework.

Skills

Customer engagement

Digital transformation

Complaints management

Client success strategies

Omni-channel service delivery

Education

Bachelor’s degree in Business, Banking, Finance or related discipline

Certifications in Customer Experience, Service Quality, or Process Excellence

Job description

Job Purpose:

The Associate Director of Customer Service & Engagement will lead the bank’s end-to-end customer engagement and service strategy, ensuring a seamless, personalized, and value-driven servicing framework across all touchpoints — including lifestyle branches, call centres, digital channels, and relationship-managed segments.

This role is responsible for driving client satisfaction and embedding a client-first culture within the bank’s operating and servicing model. It bridges traditional relationship-driven private banking with modern digital engagement, delivering world-class, high-touch service while ensuring compliance with CBUAE customer protection and service regulations.

Working closely with stakeholders across the organization, this leader will define and implement service frameworks and omni-channel strategies, spearheading digital transformation in servicing and delivering operational excellence. The role also drives customer success, complaints management, and proactive engagement initiatives, embedding CSAT and NPS measurement models to continuously improve client experience and retention.

A key focus will be to position customer service as a core competitive differentiator, ensuring the bank delivers exceptional, seamless, and compliant client experiences.

Key Accountabilities:

1. Client Servicing & Experience

• Deliver white-glove, end-to-end servicing for High-Net-Worth Individuals (HNWI), Ultra HNWI, and institutional clients across all touchpoints.
• Oversee service delivery across branches, contact centres, and digital channels.
• Introduce Omni channel service frameworks to ensure integrated and consistent customer experiences.

2. Complaints Management & Resolution

• Establish and lead the Bank’s complaints management framework, ensuring full compliance with CBUAE and global regulatory guidelines.
• Oversee complaints logging, tracking, escalation, and resolution workflows across all channels.
• Build a robust grievance-handling mechanism to deliver rapid resolution, identify root causes, and prevent repeat issues.

3. Client Insights, Success & Engagement

• Build and lead a Customer Success team to proactively support clients and anticipate their needs.
• Lead the Bank’s NPS and CSAT framework end-to-end, including design, tracking, measurement, analysis, and continuous improvement initiatives.
• Build a structured client listening program to proactively capture, analyse, and address dissatisfaction drivers.

4. Digital Enablement & Transformation

• Drive digital adoption of client-facing platforms such as secure messaging, WhatsApp banking, mobile apps, and AI-powered self-service tools.
• Define and optimize end-to-end digital customer journeys to create frictionless onboarding, seamless transactions, and personalized experiences.
• Work closely with product, technology, and data teams to deploy new digital capabilities aligned with private banking client needs.

5. Regulatory, Risk & Compliance Oversight

• Ensure full compliance with CBUAE and SCA guidelines on customer protection, service standards, and complaints management.
• Oversee service-level reporting to regulators, ensuring accuracy and timeliness.
• Support regulatory audits and provide transparent documentation of service processes and outcomes.

Qualification:

Bachelor’s degree in Business, Banking, Finance, or related discipline (Master’s preferred). Certifications in Customer Experience, Service Quality, or Process Excellence are preferred.

Experience:

Minimum 15 years of banking experience in UAE, with at least 7 years in leadership roles focused on customer service, complaints management, digital banking, and workflow optimization. Deep knowledge of digital channels with proven track record in Omni Channel service delivery and in customer experience transformations.