Head of Soft Services VIP Permanent

Role Understanding – Head of Soft Services (VIP Hospitality & International Scope)

The role being hired for is a Head of Soft Services, positioned within an international
banking environment and responsible for ensuring exceptional service standards across
multiple global locations. While the official JD and package are pending, below is my
current understanding to frame and position the opportunity effectively with potential
candidates:

Scope & Responsibilities

• Oversee soft services contracts across international branches (London, Geneva,
Paris, Singapore, Istanbul, Washington, Nigeria, India).

• Manage a small team of 4–5 direct reports, including office staff, cleaning teams,
and support staff.

• Ensure the highest levels of VIP hospitality and concierge services — including
responsibility for branches’ look & feel, majlises, seasonal arrangements, and
executive services required.

• Maintain and enforce vendor performance, KPIs, and compliance standards.

• Conduct monthly inspections of UAE branches and offices to ensure
adherence to service standards, with action plans and clear timelines for
rectifying any observations.

• Frequent international travel (~60%) to conduct inspections, resolve issues, and
ensure consistency of service delivery.

• Balance both operational delivery (day-to-day services) and strategic oversight
(contracts, budgets, expansion).

Candidate Profile

• Strong luxury hospitality background (e.g., Rotana, Jumeirah, Etihad,
international luxury hotels).

• Proven VIP/concierge experience with an eye for detail and ability to manage
high-profile expectations.

• Solid management skills to lead a diverse team across regions and ensure
smooth operations.

• Experience handling international exposure and cultural nuances in service
delivery.

• Flexible and travel-ready, with a polished professional presence to represent the
bank globally.

Strategic Importance & Value Proposition

• The role directly supports the bank’s senior leadership and VIP clientele, making
attention to detail and reliability critical.

• With the current expansion and higher workload, this position is central to
safeguarding reputation and delivering consistent excellence across all global
touchpoints.

• The position is permanent and may be upgraded from AVP to VP level, reflecting
the international scope and leadership responsibilities.

• This is an opportunity to join a leading bank and build a world-class soft services
function with international visibility and executive exposure.