Head of IT Client Support for Corporate Banking

Associate Vice President
- Client Support Lead, Wholesale Banking TechnologyUnited Arab EmiratesTrendingJob DescriptionThe Wholesale Banking Technology Client Support Lead is a senior, client-facing techno-functional role responsible for enabling and supporting corporate customers in their technical integration and ongoing interaction with the bank's Wholesale Banking platforms. This is a greenfield leadership role, accountable for building and scaling a dedicated IT client support function for corporate banking. The role operates at the intersection of technology, transaction banking, and client engagement, acting as the primary interface between corporate clients and internal technology teams. The successful candidate will combine hands-on technical expertise (H2H, integrations, banking systems), strong client engagement and relationship ownership, leadership capability to build and manage a high-performing team, and strong business literacy in corporate treasury and transaction banking operations. What You Will Do: Build & Lead the IT Client Support FunctionEstablish the Wholesale Banking IT Client Support unit from the ground upDefine operating model, team structure, roles, SLAs, and engagement processesRecruit, develop, and lead a small, high-performing team; set clear performance expectations and drive accountabilityImplement performance tracking, reporting, and continuous improvement mechanismsBuild a scalable model to support growth in the corporate client baseOwn Technical Relationship with Priority ClientsAct as the primary technical point of contact for priority corporate clientsBuild strong, trusted relationships with client IT and treasury teamsLead client-facing discussions on integration design, onboarding, and issue resolutionEngage confidently with UAE/GCC corporates (including large enterprises and government-related entities) with cultural awarenessRepresent technology during client engagements, escalations, and critical incidentsProvide guidance aligned with corporate treasury needs (cash visibility, working capital, payment automation)Lead Client Onboarding & IntegrationDrive end-to-end technical onboarding for corporate banking solutionsDesign and implement client connectivity models (H2H, API, file-based, SWIFT where relevant)Validate file formats, processing flows, and integration logicOversee UAT, certification, and go-live readinessEnsure smooth transition from onboarding to steady-state supportAct as domain authority for corporate banking integrations across H2H-enabled product areas, including: Payments and collectionsStatements and reportingLiquidity and cash managementTrade and supply chain financeFX and treasury operationsCards, loans, cheques, and virtual accountsUnderstand end-to-end data flows, file exchange patterns, and banking message standards (SWIFT MT, ISO 20022, BAI2)Oversee secure connectivity frameworks (SFTP, encryption, VPN, certificates) ensuring compliance with bank standardsGuide clients and internal teams on integration design, structures, and best practicesDrive Issue Resolution & Operational ExcellenceOwn end-to-end resolution of client-impacting issues; act as final escalation pointDiagnose problems across multiple platforms (channels, payments, core banking, cards, treasury)Challenge and push internal teams to ensure timely and high-quality resolution of issues impacting clientsMaintain strict SLA discipline for priority clients; identify recurring issues and drive permanent fixes 6. Act as Cross-Platform OrchestratorManage dependencies across multiple technology domains and platformsUnderstand full transaction lifecycle across channels, middleware, and core systemsDrive resolution of critical incidents with clear client communicationEnsure seamless coordination between business, technology, and operations teamsImprove onboarding processes, standardization, and documentationDevelop reusable integration kits, templates, and support playbooksEnhance client experience through simplification and proactive supportContribute to product and platform improvements based on client feedbackWhat We are Looking for: Bachelor's degree in a relevant field and 15+ years of experience in banking technology, preferably in transaction/wholesale bankingProven experience in client onboarding and H2H integrations, and corporate banking products (payments, liquidity, trade, FX, etc.)Strong track record in client-facing roles managing corporate relationshipsExperience building or scaling a new function or team (greenfield preferred)Strong understanding of banking message formats (SWIFT MT, ISO 20022/CAMT, BAI2), file-based integrations, APIs, middleware, and secure connectivity models (SFTP/PGP/VPN/certificates)Knowledge of UAE payment systems and regulatory environment (WPS, UAEFTS, IPP, CBUAE requirements)Experience across multiple banking platforms (core, payments, cards, treasury) Classification. Strong understanding of corporate treasury operations (cash management, wor