Head of Customer Life Cycle Management, WBG

Dubai, Dubai, AE Permanent ID: N/A

Description

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers and delivering service that really goes the extra mile.

Job Purpose: Lead the design, governance and continuous improvement of the Wholesale Banking Group client lifecycle from prospect readiness and onboarding through KYC maintenance, client reviews, data governance, lifecycle system ownership and offboarding. Ensure a client-centric, controlled and efficient lifecycle framework across Coverage, Compliance, Operations, Credit, Legal, Digital Channels and Technology.

Principal Accountabilities:

• Define and maintain the WBG client lifecycle strategy, target operating model and roadmap.
• Establish lifecycle standards covering prospect preparation, onboarding, periodic reviews, client maintenance and offboarding.
• Design and continuously improve end-to-end onboarding journeys, controls, service standards and stakeholder hand-offs.
• Lead the governance and optimisation of KYC and customer due diligence processes across the client lifecycle.
• Own frameworks for periodic and trigger-based reviews, ensuring timely execution, quality and remediation.
• Act as WBG Data Steward for client entity data, driving data quality, governance, ownership and remediation initiatives.
• Serve as Business Owner for assigned onboarding, KYC and client lifecycle systems, including roadmap development and enhancement prioritisation.
• Oversee credit workflow coordination, improving transparency, efficiency and cross-functional collaboration.
• Define and govern client offboarding and exit processes to ensure compliance and operational integrity.
• Establish lifecycle service metrics and drive improvements in turnaround times, first-time-right quality and client experience.
• Lead the digital client lifecycle management roadmap, including onboarding, KYC maintenance and workflow automation initiatives.
• Develop management information, capacity planning and performance reporting across lifecycle activities.
• Manage lifecycle risks, controls, governance requirements and remediation activities.
• Partner closely with Coverage, Compliance, Operations, Credit, Risk, Technology, Data and Digital teams to deliver end-to-end improvements.
• Lead and develop a high-performing Client Lifecycle Management team.

Requirements

Education and Experience:

• Significant experience in wholesale or corporate banking client lifecycle management, onboarding, KYC, credit execution, client service, operations or process transformation.
• Strong understanding of legal-entity onboarding, ownership structures, client documentation, account opening and KYC/CDD requirements.
• Experience with periodic and trigger-based reviews, client-data maintenance and offboarding.
• Experience designing and improving complex cross-functional banking journeys.
• Strong understanding of first-line responsibilities and the distinction between Business, Compliance, Operations and Credit accountabilities.
• Experience serving as data steward or applying business data-governance principles, definitions and quality controls.
• Experience as business owner or senior business lead for workflow, onboarding, KYC or client-lifecycle systems.
• Experience managing service measures, ageing, workflow queues, capacity and quality.
• Experience defining requirements and implementing workflow or onboarding technology.
• Demonstrated ability to reduce rework, improve first-time-right quality and embed processes with frontline and processing teams.
• Experience leading cross-functional remediation, change and relevant teams.
• Bachelor’s degree in business, finance, law, risk management, operations or a related discipline.
• Relevant AML, KYC, Compliance, operations, data-governance, process-improvement or business-analysis qualification preferred.