VIP Experience & Service Excellence

• Oversee and uplift the overall VIP service framework, ensuring priority handling, personalised experience, and strict adherence to service-level standards.
• Drive a concierge-style support model similar to private banking/priority banking standards.
• Ensure VIP cases are resolved swiftly with minimal friction and high first-touch resolution.
• Lead proactive service initiatives (health checks, account reviews, high-risk user monitoring, migration support, etc.

Team Leadership & Capability Building

• Lead, coach, and develop a team of experienced VIP Customer Service Agents across multiple regions and time zones.
• Establish a high-performance culture focusing on ownership, urgency, customer centricity, and market sensitivity.
• Strengthen team capabilities in complex issue handling (compliance, risk escalations, liquidity, funding, trading support).
• Build a pipeline of future leaders by enabling cross-market exposure and advanced training.

Stakeholder Management & Cross-Functional Alignment

• Partner closely with Market Managing Directors, Regional Directors, and the Relationship Manager Lead team to deliver consistent VIP satisfaction.
• Collaborate with Product, Risk, Compliance, Payment, Web3/Trading Ops, and Marketing teams to ensure customer insights translate into product/service improvements.
• Act as the “voice of the VIP user” to influence product roadmap and operational strategy.

Operational Management & Governance

• Own the end-to-end operational performance of the VIP service line including SLAs, CSAT, quality, TAT, escalation speed, and issue recurrence.
• Manage escalations for high-value cases with sound judgment and risk awareness.
• Understand the regulatory expectations across regions (MASAK, DFSA, FinCEN, ADGM, etc., where applicable).
• Strengthen process governance, documentation, SOPs, and compliance adherence.

Data-Driven Insights & Continuous Improvement

• Use data to track VIP service performance, identify friction points, and drive process optimization.
• Produce weekly/monthly executive reporting with clear insights, trends, and recommendations.
• Lead root-cause analysis for recurring VIP issues, partnering with Product/Risk teams to drive permanent fixes.

Experience

• 8-15 years in Customer Service, Priority Banking, Wealth Management, Premium Support, or VIP service in high-touch industries (Banking/FinTech/Crypto/eCommerce/etc.).
• At least 4-6 years in a leadership capacity managing senior agents and regional teams.
• Experience working with Relationship Managers or High-Net-Worth Client portfolios strongly preferred.
• Background in crypto exchanges or global fintech is a strong advantage.

Skills & Competencies

• Strong leadership presence with ability to influence senior market leaders across countries.
• Exceptional stakeholder management, communication, and executive-level presentation skills.
• Deep understanding of trading, liquidity, funding/withdrawal flows, and customer lifecycle (onboarding to retention).
• Ability to navigate complex issues involving compliance, fraud, risk controls, regulatory sensitivity.
• High resilience, crisis management capability, and ability to operate under uncertainty.
• Strong analytical and problem-solving skills with a data-driven mindset.

Personal Attributes

• Customer-obsessed, solution-oriented, and proactive.
• High integrity with sound judgment and discretion when handling sensitive VIP matters.
• Operates effectively in a fast-paced, high-growth, global environment.
• Culturally adaptable and able to collaborate across diverse markets.

• Strong VIP satisfaction, repeat usage, and relationship retention.
• Reduced TAT for VIP cases and enhanced first-touch/high-value resolution.
• Positive feedback from Regional Directors and RM Leads.
• Clear uplift in team performance, service consistency, and operational discipline.
• Strong partnership outcomes with Product, Risk, Compliance, and Market teams.
• Improved stability and efficiency of VIP workflows and escalation processes.