AVP, Client Service Engineering - GTB Stream

Responsibilities

• Support the redesign and documentation of client service journeys to ensure they are client-centric, efficient, and risk-controlled
• Support end-to-end process optimization and automation initiatives
• Coordinate with cross-functional teams to ensure delivery of initiatives
• Track, analyze, and report performance against KPIs (CX, scalability, risk)
• Support VP in engaging business stakeholders to align on priorities
• Act as a change agent by advocating agile ways of working and continuous improvement
• Conduct analysis to identify improvement opportunities and pilot AI/automation solutions
• Prepare materials for governance forums, ExCo-X, and GCOO meetings
• Consolidate updates, risks, and key issues for escalation to senior management

Requirements

• Demonstrated ability to contribute to client service engineering and transformation initiatives within Financial Services
• Experience in owning workstreams or projects, ensuring timely and high-quality delivery
• Skilled in aligning diverse perspectives and driving integrated outcomes through collaboration
• Advanced problem-solving and analytical capabilities
• Effective communication skills for presenting findings and building stakeholder relationships
• Track record of delivering tangible improvements in operational performance, efficiency, or client experience
• Experience in supporting or coordinating teams, with exposure to both agile and conventional delivery models
• Solid understanding of banking products, operations, and regulatory context
• Bachelor's degree in business administration, Finance, Operations Management, or a related field
• Typically, 6–10 years of experience in Financial Services, consultancy, or transformation roles

Preferred Qualifications

• Professional certifications in project management (PMP, Prince2), process improvement (LEAN), change management, Agile, AI and/or related fields
• MBA or advanced degree

About the Company

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages.