VP, Reg Customer Service Hub - Process and Service Excellence Specialist, Group COO-(WD81960)

Job Purpose: 

This role supports the Group Customer Service Hub (CSH) in driving strategic, financial, transformation, AI governance, and operating‑model leadership. The team partners with six markets and ~1,800 employees to ensure disciplined execution, resilience, and alignment to Group CSH direction, standards, and scorecard outcomes.This role will be responsible for the end-to-end design, governance, and continuous improvement of critical operational processes across the region, aligning with the bank's strategic objectives and regulatory requirements. This role will ensure operational excellence, resilience, and a superior customer experience through robust process management, effective change implementation, and strong governance frameworks.

Key Accountabilities:

Drive call centre performance & customer service outcomes across Customer Centre ...