Job Overview
Senior Customer Services Manager – Digital Banking & FinTech Experience
Location: Dubai, United Arab Emirates
Industry: Financial Technology | Digital Banking | Customer Experience | Artificial Intelligence | Financial Services
Employment Type: Full-Time | Permanent | Senior Management
Reports To: Director – Digital Banking & Customer Excellence
Position Overview
An advanced financial technology transformation programme is seeking an accomplished Senior Customer Services Manager – Digital Banking & FinTech Experience to lead the delivery of exceptional customer engagement across intelligent banking platforms, digital payment ecosystems, mobile banking applications, and AI-powered financial service channels.
This strategic leadership position is responsible for transforming customer service from a traditional support function into a proactive, data-driven, digitally connected experience that enhances customer satisfaction, loyalty, operational efficiency, and long-term business growth.
The successful professional will oversee enterprise customer service operations, digital interaction strategies, customer journey optimization, complaint resolution frameworks, financial product support, service innovation, and continuous improvement initiatives while collaborating with technology, operations, compliance, cybersecurity, analytics, and product development teams.
Key Responsibilities
Customer Experience Leadership
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Lead enterprise customer service transformation initiatives.
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Develop customer-first service strategies.
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Oversee omnichannel customer support operations.
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Improve customer satisfaction and retention.
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Design customer journey enhancement programmes.
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Strengthen customer relationship management practices.
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Build service quality assurance frameworks.
Digital Banking Support
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Manage digital banking customer support teams.
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Support mobile and internet banking services.
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Coordinate payment-related customer assistance.
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Resolve complex digital banking issues.
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Improve digital onboarding experiences.
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Enhance self-service banking capabilities.
AI & Service Innovation
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Implement AI-powered customer engagement solutions.
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Utilize predictive analytics to improve customer interactions.
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Enhance chatbot and virtual assistant performance.
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Develop customer feedback intelligence programmes.
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Introduce automation for service efficiency.
Operational Excellence
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Monitor service KPIs and performance dashboards.
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Lead workforce planning and service optimization.
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Coordinate cross-functional service improvement initiatives.
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Ensure compliance with enterprise service standards.
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Mentor and develop customer service professionals.
Qualifications
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Bachelor’s or Master’s degree in Business Administration, Finance, Financial Technology, Marketing, or related discipline.
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8–12 years of experience in banking, fintech, or customer service leadership.
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Strong knowledge of digital banking operations.
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Experience managing customer experience programmes.
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Excellent communication and leadership skills.
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Proven ability to lead high-performing service teams.
Core Competencies
Digital Banking • Customer Experience • CRM Strategy • AI Customer Engagement • Omnichannel Support • Financial Products • Digital Payments • Customer Analytics • Service Operations • Complaint Resolution • Business Intelligence • Process Improvement • Team Leadership • Operational Excellence • Enterprise Communication • Customer Journey Management
Career Opportunity
This role offers the opportunity to lead one of the region’s most progressive digital customer service environments, shaping innovative financial experiences while contributing directly to the evolution of customer-centric fintech services across the Gulf.
Are you excited about this opportunity?
Don’t miss the chance to make a difference in the fintech and FX industry!
Apply now by clicking on the “Apply Now” button below.
Let’s shape the future of finance together!
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