Associate Vice President - Service Communications Management

Job Description 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.

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