First Vice-President, Customer Experience & Assurance

Role Overview

Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels. Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements.

What You Will Do

Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience. Lead the Support Leader function to provide frontline decision support and guidance.

Why It Might Be a Fit

Strong leadership capability with experience leading managers and multi disciplinary teams. Ability to influence cross functional stakeholders and executive partners.

Requirements

• Strong knowledge of bank products, service and procedures
• Proficient knowledge of customer care operations, quality management, and service channel strategy
• Strong leadership capability with experience leading managers and multi disciplinary teams
• Expertise in performance analytics, quality frameworks, and learning enablement
• Ability to influence cross functional stakeholders and executive partners
• Excellent written and verbal communication skills
• Strong decision making, change leadership, and problem solving skills
• Ability to demonstrate sound decision-making skills