Senior Client Experience Lead - VIP & Risk Governance

Nirvana travel & Tourism L.L.C; Abu Dhabi; On-site; AED 420,000 - 660,000; Full time

Job summary

Nirvana travel & Tourism L.L.C. in Abu Dhabi seeks a senior client service leader to drive premium service delivery across wealth management and luxury client segments.

You will lead development, governance, escalation handling and cross-functional collaboration with private bankers and product teams. You will recruit, onboard and performance-manage senior specialists, set service behaviours, build playbooks, monitor SLAs, and create concise monthly reporting while upholding the highest

Qualifications

• Bachelor degree in business/finance/hospitality management or equivalent.
• 8–10 years of premium client service / wealth management / private banking / premium cards experience.
• Experience managing complex client escalations and cross-functional resolution.
• Fluent professional English and Arabic.

Responsibilities

• Lead service quality, people development, governance, escalation handling and stakeholder management.
• Recruit, onboard, coach and performance-manage the three senior client specialists.
• Define service behaviours, communication standards, case-handling playbooks and escalation rules.
• Conduct regular call, email, CRM-note and case-quality reviews with coaching and documented actions.
• Run role-play and scenario training with team members.
• Maintain a calm, high-discretion team culture with confidentiality at the core.
• Set and monitor SLAs, response-time standards, client satisfaction, case aging, first-contact resolution and complaint outcomes.
• Personally manage the most sensitive, high-value or cross-functional client cases.
• Identify recurring client pain points and drive practical process improvements with operations, technology and partner teams.
• Ensure accurate documentation and comprehensive monthly reporting; oversee information-security and data-protection compliance.
• Build productive relationships with private bankers, card product teams, lifestyle partners and operations.
• Translate client insights into proposals for enhanced privileges and service design.
• Prepare concise internal management reporting on service trends and risks.

Skills

Client service

Stakeholder management

Coaching & development

Leadership

Governance

Escalation management

Communication

Bilingual English/Arabic

Education

Bachelor Degree Business /Finance /Hospitality Mgmt.

Tools

CRM systems

Case-management tools

Information security tools

Job description

Nirvana travel & Tourism L.L.C. in Abu Dhabi seeks a senior client service leader to drive premium service delivery across wealth management and luxury client segments.

You will lead development, governance, escalation handling and cross-functional collaboration with private bankers and product teams. You will recruit, onboard and performance-manage senior specialists, set service behaviours, build playbooks, monitor SLAs, and create concise monthly reporting while upholding the highest