AVP, Client Service Engineering - GTB Stream

FAB; Abu Dhabi; On-site; AED 300,000 - 450,000; Full time

Job summary

A leading bank in Abu Dhabi is seeking an AVP Client Service Engineering to drive end-to-end change through process reengineering and automation. The candidate will lead multiple client service initiatives, collaborating with cross-functional stakeholders to ensure efficient service delivery. This role requires a strong ability to analyze performance metrics and advocate for agile working methods. The ideal candidate will possess experience in client journey redesign, performance management, and change leadership.

Qualifications

• Experience in client service journey redesign and documentation.
• Strong understanding of process optimization and automation.
• Ability to engage stakeholders and lead change initiatives.

Responsibilities

• Support redesign of client service journeys for efficiency.
• Coordinate with teams to deliver initiatives meeting KPIs.
• Advocate agile practices and continuous improvement.

Skills

Process reengineering

Automation

Cross-functional collaboration

Change management

Performance tracking

Tools

AI/automation solutions

Job description

Reporting to the VP, the AVP Client Service Engineering plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. He/She will lead multiple client service priorities, collaborate with cross-functional stakeholders, and ensure the successful execution of initiatives that align with the bank's strategic objectives.

Service Journey Reimagination

• 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

Service Delivery & Performance Management

• Coordinate with cross‑functional teams to ensure delivery of initiatives
• Track, analyze, and report performance against KPIs (CX, scalability, risk).

Stakeholder Engagement & Change Leadership

• Support VP in engaging business stakeholders to align on priorities
• Act as a change agent by advocating agile ways of working and continuous improvement
• Assist in applying change management frameworks (e.g., ADKAR, Kotter) at the workstream level

Continuous Improvement & Innovation

• Conduct analysis to identify improvement opportunities and pilot AI/automation solutions
• Document and contribute to toolkits, playbooks, and frameworks for consistent service delivery

Reporting & Communication

• Prepare materials for governance forums, ExCo‑X, and GCOO meetings
• Consolidate updates, risks, and key issues for escalation to senior management