Head Service Quality, Resolution & Enablement

Mackenzie Jones ·mackenziejones.com

Location United Arab Emirates
Type Full time
Level Mid
Source Shazamme
Education
Apply direct

The VP, Head of Service Quality, Resolution & Enablement is responsible for leading and continuously improving service quality, customer issue resolution, and enablement capabilities across the organization, ensuring a consistent, high-quality customer experience. The role oversees service standards, complaint and escalation management, root-cause analysis, and continuous improvement initiatives, while driving governance, policies, tools, and training to enhance frontline and support team effectiveness. Working closely with senior stakeholders, the position ensures regulatory compliance, operational excellence, data-driven decision-making, and alignment with the organization’s customer excellence strategy and business objectives.

Key Relationships

Internal: Digital & Tech, Operations, Business Lines, Branches, Contact Centre, Risk, Compliance, Data & Analytics, HR.
External: Platform vendors, consultants, regulators.

Qualifications & Experience

Education: Minimum Bachelor’s degree.
Experience:

  • 12–15 years in service quality, complaints/resolution, or customer platform governance (banking/regulatory industries).

  • Proven experience as business owner for customer platforms.

  • Track record in leading resolution functions and delivering customer outcomes.

  • Experience in service quality frameworks across multiple channels.

Technical Competencies:

  • CRM/CC platforms (Genesys, Avaya, Salesforce, Microsoft Dynamics).

  • Customer platform governance.

  • Complaints/escalation management.

  • Service quality assessment/benchmarking.

  • AI/analytics in quality measurement.

  • Knowledge of service standards, journeys, customer lifecycle management, CPR requirements.

Behavioral Competencies:

  • Decisive, analytical, collaborative, customer-centric.

Leadership Competencies:

  • Lead multi-discipline function (platforms, resolution, quality).

  • Strong influencing skills with senior stakeholders.

Frequently asked questions

Who is hiring for the Head Service Quality, Resolution & Enablement role?
Mackenzie Jones is hiring for the Head Service Quality, Resolution & Enablement position, a Shazamme client. Apply directly on the employer's career site.
Where is the Head Service Quality, Resolution & Enablement job located?
The Head Service Quality, Resolution & Enablement role with Mackenzie Jones is based in AE.
Is the Head Service Quality, Resolution & Enablement role full-time or contract?
This is a full time position at Mackenzie Jones.
What experience level is the Head Service Quality, Resolution & Enablement role?
The Head Service Quality, Resolution & Enablement position is aimed at mid-level candidates.
How do I apply for the Head Service Quality, Resolution & Enablement role at Mackenzie Jones?
Apply directly on Mackenzie Jones's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.
Apply direct