VP, Client Service Engineering - International Middle Office & Consumer Customer Service

First Abu Dhabi Bank
Abu Dhabi
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10-15 yearsEducation: bachelorsSkills: ["Leadership","Cross-functional collaboration","Analytical and problem-solving","Communication","Results-oriented delivery"]

Lead client service engineering to reimagine client service journeys that are client-centric, efficient, and risk-controlled. Own end-to-end delivery of multiple CX-focused priorities, coordinating cross-functional teams to improve scalability and track KPIs across CX, scalability, and risk. Drive change leadership, continuous improvement, and innovation through process reengineering, automation, and pilots for AI solutions, while reporting progress and risks to senior governance forums.

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FursaFursa
First Abu Dhabi Bank
First Abu Dhabi Bank
2 days ago

VP, Client Service Engineering - International Middle Office & Consumer Customer Service

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Job Summary

Lead client service engineering to reimagine client service journeys that are client-centric, efficient, and risk-controlled. Own end-to-end delivery of multiple CX-focused priorities, coordinating cross-functional teams to improve scalability and track KPIs across CX, scalability, and risk. Drive change leadership, continuous improvement, and innovation through process reengineering, automation, and pilots for AI solutions, while reporting progress and risks to senior governance forums.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Director level

Key Responsibilities

  • •Reimagine client service journeys to be client-centric, efficient, and risk-controlled, driving end-to-end process optimization and automation.
  • •Ensure delivery and scalability of redesigned service journeys by coordinating cross-functional teams.
  • •Monitor and report progress on KPIs across CX, scalability, and risk for service journey initiatives.
  • •Engage stakeholders across business domains to align on service priorities and drive change using change management frameworks.
  • •Identify and pilot opportunities for process improvement, including AI and automation solutions, and provide regular updates to senior management and executive committees as needed.

Key Requirements

  • •Proven track record leading successful transformation initiatives with measurable outcomes, including process optimization and automation in financial services and/or consultancy environments.
  • •Bachelor’s degree in business administration, Finance, Operations Management, or a related field.
  • •Min 10-15 years of experience in financial services, external consultancy, and business transformation, strategic planning, process improvement, or system automation.
  • •Demonstrated leadership delivering end-to-end client service engineering and transformation in financial services or large multinational corporate settings.
  • •Experience managing people and teams (BAU and temporary) in both agile and conventional setups.
Experience:10-15 yearsFinancial servicesConsultingBusiness transformationProcess improvementAutomation
Education:Bachelor's
Skills:LeadershipCross-functional collaborationAnalytical and problem-solvingCommunicationResults-oriented delivery
Certifications:PMPPrince2LEAN
Tech Stack:AIAutomationAgile

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
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Glassdoor: 3.5
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