Head of Consumer Financial Services

Job Description

Summary

The role will have full P&L responsibility and direct oversight of the Consumer Financial Services function, leading cross-functional teams to ensure business growth, digital transformation, and operational excellence.

• Provide visionary leadership across product development, multi-channel distribution, merchant acquisition, co-branded partnerships, customer value management, loyalty programs, and customer experience enhancement.
• Evaluate existing CFS products and services to identify opportunities to optimize, enhance, or introduce new offerings aligned with market demands and customer insights.
• Design and launch products and services tailored to identified segments to achieve and sustain Finance House's dominant position in the market.
• Continuously monitor competitive, regulatory, and technological trends (including digital advancements) to inform strategy and innovation.
• Architect the digital roadmap for end-to-end digitization of customer journeys, ensuring seamless product delivery and service experience.
• Collaborate with key internal stakeholders (e.g., Branch Operations, Retail and Business Product Managers, Technology, Risk, Compliance, Legal) to ensure robust, compliant, and customer-centric processes.
• Lead process transformation initiatives that deliver superior customer experience while maintaining strong risk controls and safeguarding against financial losses.
• Drive market research and analytics initiatives, including demographics analysis, competitive benchmarking, product trends, and early warning indicators to inform business strategy.
• Define, recommend, and monitor business KPIs such as customer acquisition, retention, cross-sell ratio, NPS (Net Promoter Score), revenue growth, and digital adoption rates.
• Promote an inclusive, performance-driven culture through ongoing feedback, coaching, and career development, improving employee engagement and retention.
• Ensure adherence to regulatory requirements (e.g., UAE Central Bank guidelines, AML/KYC standards, consumer protection frameworks) and corporate governance standards.

• Proven ability to develop and execute Retail Banking strategies aligned with organizational objectives.
• Strong commercial acumen and demonstrated success in driving sales and profitability across diverse geographies, especially within the UAE.
• Deep experience in leading and developing large, multi-functional teams, with clear accountability frameworks and KPIs.
• Strong understanding of digital business models, platform ecosystems, and emerging fintech trends, and their application within consumer financial services.
• Excellent communication, interpersonal, and analytical skills with the ability to influence stakeholders at all levels.
• Collaborative leadership style, with high emotional intelligence, cultural sensitivity, and an inclusive mindset.
• Solid knowledge of risk management, regulatory frameworks, and compliance requirements applicable to consumer finance.
• Ability to thrive in a dynamic, competitive environment with a focus on innovation, resilience, and agility.

• Bachelor's degree in Banking, Finance, Business Administration, or a related field (required).
• MBA or equivalent advanced degree (preferred).

• Minimum 15 years experience in banking or financial institutions, with at least 7 years in a senior leadership role managing large teams and complex operations.
• Demonstrated experience in consumer-facing product management, digital transformation initiatives, and design thinking methodologies.
• Proven exposure to digital business models (e-commerce, B2B/B2C marketplaces, platforms) is highly desirable.
• Strong knowledge of technology stacks, including platforms supporting digital banking, mobile applications, and API ecosystems, within large-scale, complex organizations.