Unit Head - Voice & Virtual (UAE National)

• Provide strategic leadership across service, sales, and governance operations within the Client Care Centre
• Lead and develop senior managers and team leads to deliver strong operational, service quality, and commercial outcomes
• Drive performance against service, sales, cost, efficiency, and quality targets
• Oversee escalations and ensure timely resolution of complex client issues
• Lead resource planning, productivity management, and cost optimisation
• Use performance metrics and management information to inform strategy and decision-making
• Champion customer experience initiatives that improve satisfaction, usage, and revenue outcomes
• Drive engagement, capability development, and sustainable attrition reduction across teams
• Strengthen governance, risk awareness, and compliance across the operation

• Extensive experience leading large-scale contact centre or customer operations
• Strong people leadership capability with experience managing leaders at scale
• Proven track record in driving operational performance, service excellence, and cost management
• Strong analytical and problem-solving skills with the ability to translate insights into clear actions
• Excellent communication and stakeholder management skills with the ability to influence at senior levels
• Understanding of contact centre governance, risk, and operational controls

• Graduate or post-graduate degree in business or a related discipline
• Fluency in Arabic and English language is required

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data centre
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
• "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Standard Chartered