Vice President Head of Branch Transformation
Role Overview
A leading UAE bank is seeking a senior leader to drive transformation across its branch network, focusing on operational efficiency, digital migration, customer experience, and process optimization.
This role will be responsible for modernizing the branch operating model, improving service delivery, and implementing initiatives that enhance productivity while supporting the bank's broader retail banking strategy.
The successful candidate will work closely with senior stakeholders across retail banking, operations, technology, and risk to deliver end-to-end transformation initiatives across the branch network.
Key Responsibilities
Branch Transformation & Strategy
- Lead the development and execution of the branch transformation roadmap across the retail network.
- Drive initiatives aimed at improving operational efficiency, service delivery, and customer engagement.
- Identify opportunities to modernize branch operations through digital enablement, automation, and process optimization.
- Develop strategies to migrate transactional activity to digital and self-service channels where appropriate.
Process Improvement & Operational Excellence
- Lead business process re-engineering initiatives to streamline branch operations and improve productivity.
- Analyze operational workflows and identify opportunities to improve efficiency, reduce costs, and enhance service quality.
- Work with cross-functional teams to design and implement improved operational processes.
- Ensure consistent operating standards across the branch network.
Project Delivery
- Lead and oversee branch-related transformation and technology projects from concept through to implementation.
- Work closely with technology and product teams to support the rollout of new systems, processes, and customer journeys.
- Support requirements gathering, business case development, testing, and implementation for transformation initiatives.
Customer Experience
- Support the development of service standards across the branch network.
- Implement initiatives aimed at improving customer experience and reducing service turnaround times.
- Monitor service performance and identify areas for improvement.
Risk, Governance & Controls
- Ensure strong operational governance and adherence to regulatory and internal policy requirements across the branch network.
- Maintain oversight of operational risk, audit readiness, and control frameworks.
- Work with internal stakeholders to strengthen operational controls and risk management practices.
Stakeholder Management
- Act as a key liaison between retail banking, operations, technology, and control functions.
- Support senior leadership in identifying and prioritizing transformation initiatives.
- Provide regular updates on progress against key transformation initiatives.
People Leadership
- Lead and develop a team responsible for transformation initiatives and operational improvements.
- Foster a culture of innovation, continuous improvement, and accountability.
Candidate Profile
- The bank is seeking an experienced retail banking professional with a strong background in branch operations, transformation, and process improvement.
Experience
- Significant experience within retail banking, branch operations, or distribution strategy.
- Proven track record delivering transformation or operational improvement initiatives.
- Experience leading large-scale process improvement or automation projects.
- Strong understanding of branch operations, customer journeys, and retail banking products.
Skills
- Strong project management and transformation delivery capability.
- Experience in business process re-engineering and operational optimization.
- Strong stakeholder management across business, operations, and technology teams.
- Analytical mindset with the ability to identify opportunities for improvement.
Education
- Bachelor's degree in business, Finance, or a related discipline.
