AVP, Client Service Engineering - GTB Stream

Reporting to the VP, the AVP Client Service Engineering plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. He/She will lead multiple client service priorities, collaborate with cross‑functional stakeholders, and ensure the successful execution of initiatives that align with the bank's strategic objectives.Service Journey ReimaginationSupport the redesign and documentation of client service journeys to ensure they are client‑centric, efficient, and risk‑controlledSupport end-to-end process optimization and automation initiativesService Delivery & Performance ManagementCoordinate with cross-functional teams to ensure delivery of initiativesTrack, analyze, and report performance against KPIs (CX, scalability, risk)Stakeholder Engagement & Change LeadershipSupport VP in engaging business stakeholders to align on prioritiesAct as a change agent by advocating agile ways of working and continuous improvementAssist in applying change management frameworks (e.g., ADKAR, Kotter) at the workstream levelContinuous Improvement & InnovationConduct analysis to identify improvement opportunities and pilot AI/automation solutionsDocument and contribute to toolkits, playbooks, and frameworks for consistent service deliveryReporting & CommunicationPrepare materials for governance forums, ExCo-X, and GCOO meetingsConsolidate updates, risks, and key issues for escalation to senior management#J-18808-Ljbffr