Interim Senior Vice President Global Service Transformation — Customer Record Remediation

The mandate

A banking customer-record remediation programme needs executive ownership: its workstreams have adopted different definitions of the population requiring correction. Some teams report closed cases that another team still includes in unresolved totals, leaving regional owners unable to confirm what remains. The interim senior vice president global service transformation will take executive programme responsibility on 26 October 2026 for six months. Permanent SVP recruitment runs alongside the engagement. Your task is to restore population control and authorised correction routes without changing the bank's customer policies or making legal judgements about the underlying obligations.

Handover requires a reconciled case population, explicit closure criteria approved by operational and control owners, and two complete validation cycles reproduced by internal managers. Every unresolved case family must have an accountable correction route and a defensible remaining-work forecast. The permanent SVP should be able to distinguish completed correction, accepted exception and a case awaiting professional decision. The term is fixed with no extension; cases that legitimately remain open will transfer with evidence and next actions rather than be declared complete to fit the interim's departure date.

Seventy programme, process and validation colleagues form four workstreams. You may rebaseline plans, assign programme resources and reject unsupported closure claims within the approved framework. Regional customer operations retains authority to amend records through its approved processes; compliance and legal owners determine professional conditions. The steering committee approves material scope, funding and risk-acceptance decisions. The interim cannot invent a customer-data correction, override a required review or reduce the reported population by excluding difficult records without an authorised and documented decision about their treatment.

Product redesign, cross-border relocation of service activity and negotiations with external authorities are excluded. Technology provides controlled extracts and correction-system support; regions supply customer-operation expertise and authorised evidence. Mumbai requires close onsite involvement for the initial rebaseline and validation sessions, with planned regional workshops thereafter. The permanent successor will inherit a programme control book and ordinary managers capable of sustaining its definitions. A successful executive bridge leaves the true remaining work visible, not a parallel reporting exercise that reconciles numbers only while the interim personally adjusts them.

What you will own

• Establish the global remediation population from controlled extracts and approved scope, tracing additions, exclusions and duplicates so every movement in outstanding totals has a documented reason and decision owner.
• Decide programme priorities using case consequence, correction dependency and available validation capacity, preventing easy cases from dominating apparent progress while difficult families remain without an actionable route.
• Set the closure-evidence framework with regional and control owners, distinguishing corrected records, authorised exceptions and unresolved professional decisions before workstreams classify cases as complete.
• Assign workstream accountability for correction and validation dependencies, preserving independent review where required and ensuring a case cannot disappear between a completed operational task and an unperformed control check.
• Lead two full population-and-closure validation cycles with internal managers, testing whether totals and classifications remain reproducible without manual intervention by programme leadership or undocumented spreadsheet changes.
• Present unresolved case families to the steering committee with alternatives, capacity and customer-operation consequences, reserving scope exclusions and material risk decisions for their authorised executive or professional owners.
• Induct the permanent transformation SVP through the live control book and a regional review, transferring case definitions, remaining-work forecasts and ownership so the next decision cycle can operate independently.

Candidate qualifications

• Describe a control-sensitive operations programme where inconsistent populations or closure definitions distorted progress. Explain the source evidence you reconciled, the owners who authorised the corrected definitions and how that changed the remaining-work plan. Banking remediation, process transition or a comparable multi-workstream programme is credible evidence when you personally held responsibility for the programme decisions and sustained operating controls.
• Bring 18–22 years in banking or financial-services programme management, including VP or substantial cross-region delivery accountability. Prince2 and agile capability should support clear sponsorship, change control and realistic workstream commitments. Show how you used the methods to resolve a consequential issue, rather than relying on certification or assuming that frequent sprint completion established the programme's overall control outcome.
• Demonstrate process-reengineering and validation judgement that distinguishes data correction from professional approval. You must be able to challenge a completed task whose closure evidence is insufficient and preserve uncertainty for the appropriate owner. Experience should include population reconciliation, traceable case movements and a repeatable operating measure that did not improve solely because difficult work was reclassified out of scope.
• Commit to five-day executive cover from 26 October 2026 throughout the fixed six-month term, including planned onsite and regional sessions. Evidence an orderly leadership transfer with managers able to sustain the control framework and an honest unresolved-work register. Secure treatment of customer records, calm executive communication and a refusal to substitute programme urgency for authorised correction are essential to this assignment.

Application

Applications for this mandate are received in one way only: through the India Board Terminal's application process. It is automated end to end. Your Executive Passport travels to the mandate holder in its confidential form, your answers to the three questions below are read before anything else in your file, and every stage that follows is recorded on your applications page.

There is no address to write to and no intermediary to call. The mandate holder reads what the Terminal delivers and nothing else, which is what keeps the process the same for every applicant and keeps your name out of it until you release it. Applications close on 12 October 2026. Mandate reference CVU-INT-2026-IND-141.