Manager, Process Excellence - ( Dubai - Emiratised Role)

First Abu Dhabi Bank
Dubai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5-10 yearsEducation: bachelorsSkills: ["Governance oversight","Compliance monitoring","Risk management","Root cause analysis","Change management"]

Own CX governance and process excellence by implementing governance frameworks, monitoring compliance, and ensuring accurate reporting across SOPs, TATs, SLAs, and service documentation. Lead risk assessments, root-cause analysis, and corrective action plans for recurring complaints, embedding continuous improvement across branches, call centres, and digital channels. Drive customer-experience strategy execution, develop service standards and KPIs, and manage transformation initiatives through planning, delivery, and handovers.

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FursaFursa
First Abu Dhabi Bank
First Abu Dhabi Bank
3 days ago

Manager, Process Excellence - ( Dubai - Emiratised Role)

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Job Summary

Own CX governance and process excellence by implementing governance frameworks, monitoring compliance, and ensuring accurate reporting across SOPs, TATs, SLAs, and service documentation. Lead risk assessments, root-cause analysis, and corrective action plans for recurring complaints, embedding continuous improvement across branches, call centres, and digital channels. Drive customer-experience strategy execution, develop service standards and KPIs, and manage transformation initiatives through planning, delivery, and handovers.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Implement governance frameworks, policies, and standards for customer experience processes; ensure consistent application across initiatives.
  • •Review and oversee governance of business SOPs, Turnaround Times (TATs), SLAs, and service documentation for accuracy, consistency, and regulatory alignment.
  • •Monitor compliance with CX policies and regulatory requirements; escalate non-compliance and recommend corrective actions.
  • •Oversee preparation and delivery of CX governance reports and dashboards, ensuring accuracy and timeliness.
  • •Lead root cause analysis and quality assurance for recurring complaints; drive corrective action plans and embed continuous improvement and customer-centric culture.

Key Requirements

  • •Bachelor’s degree.
  • •5-10 years of minimum experience.
  • •Experience implementing governance frameworks, policies, and standards for customer experience processes and initiatives.
  • •Ability to monitor compliance with CX policies, standards, and regulatory requirements and recommend corrective actions.
  • •Experience with risk assessments, root-cause analysis, and driving corrective action plans for systemic complaints.
Experience:5-10 yearsCustomer experience
Education:Bachelor's
Skills:Governance oversightCompliance monitoringRisk managementRoot cause analysisChange management

Company Brief

First Abu Dhabi Bank
First Abu Dhabi Bank (FAB) is the UAE’s largest bank, offering retail, corporate, investment banking, wealth and Islamic banking services across multiple continents, formed by the 2017 merger of First Gulf Bank and National Bank of Abu Dhabi.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2017
Glassdoor
Glassdoor: 3.5
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