Director, Digital Banking Operations & Customer Experience

Confidential; Abu Dhabi; On-site; AED 900,000 - 1,500,000; Full time

Job summary

Confidential in the United Arab Emirates is building a digital-first, AI-enabled financial services organisation from the ground up. This is a rare opportunity to join at an early stage and shape people, operations, and service foundations with strong institutional backing.

The role leads customer service, contact-centre, and branch operations, establishing a scalable, Day-1 ready operating model and driving operational excellence, risk management, and AI-driven improvements with human oversight.

Qualifications

• 12+ years in banking operations with senior leadership.
• Expertise in customer service, contact-centre, branch operations.
• Experience building target operating models and launch-readiness in regulated environments.
• Solid knowledge of CBUAE expectations and consumer protection.
• Exposure to AI-enabled service operations and analytics.

Responsibilities

• Stand up and lead customer service, contact-center, and branch-service capabilities with standards and capacity plans.
• Establish maker-checker controls for branch transactions with clear delegations.
• Direct physical-enterprise readiness including premises and facilities.
• Define and monitor operational KPIs, SLAs, CX measures, and risk indicators.
• Own operational risk management including RCSA, incidents, root-cause analysis, and audit findings closure.
• Partner with Technology, Product, Risk, and Compliance to embed requirements in journeys.
• Lead Day-1 readiness testing, rehearsals, cutover, and contingency planning.
• Build operations team and champion responsible AI with human oversight.

Skills

Banking ops leadership

Customer service

Operational risk

Target operating model

Regulatory compliance

AI in ops

Education

Bachelor's degree in business administration/finance

Job description

Confidential in the United Arab Emirates is building a digital-first, AI-enabled financial services organisation from the ground up. This is a rare opportunity to join at an early stage and shape people, operations, and service foundations with strong institutional backing.

The role leads customer service, contact-centre, and branch operations, establishing a scalable, Day-1 ready operating model and driving operational excellence, risk management, and AI-driven improvements with human oversight.