AVP Client Service Engineering: Transformation & Automation

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 270,000 - 390,000; Full time

Job summary

First Abu Dhabi Bank (FAB) seeks an AVP in Client Service Engineering to drive end-to-end service improvements, automation, and risk control within GCOO. You will lead cross-functional initiatives with technology, risk, finance, and compliance to achieve CX, scalability, and operational efficiency.

Reporting to the VP, you will oversee multiple workstreams, apply agile practices, and champion continuous improvement.

Qualifications

• Strong delivery mindset: Demonstrated ability to contribute to client service engineering and transformation initiatives within Financial Services and/or large corporate institutions.
• Cross-functional collaboration: Align diverse perspectives and drive integrated outcomes through collaboration.
• Analytical skills: Solve problems, interpret data, and identify improvement opportunities.
• Communication skills: Present findings clearly and tailor messages for different audiences.
• Execution and results orientation: Deliver tangible improvements and hands-on problem solving.
• Team contribution and coordination: Experience supporting or coordinating teams in agile and traditional delivery.
• Banking & technology knowledge: Understanding of banking operations, regulatory context, and digital transformation.
• Transformation, process optimization, or automation projects with measurable results.
• Certifications in PMP/Prince2, Lean, change management, Agile, AI are a plus. MBA or advanced degree is a plus.

Responsibilities

• 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.
• 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.
• 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.

Skills

Delivery mindset

Cross-functional collaboration

Analytical skills

Communication skills

Execution and results

Team contribution

Banking & technology knowledge

Education

Bachelor's degree

Job description

First Abu Dhabi Bank (FAB) seeks an AVP in Client Service Engineering to drive end-to-end service improvements, automation, and risk control within GCOO. You will lead cross-functional initiatives with technology, risk, finance, and compliance to achieve CX, scalability, and operational efficiency.

Reporting to the VP, you will oversee multiple workstreams, apply agile practices, and champion continuous improvement.