AVP, Customer Services - Emiratized

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 300,000 - 500,000; Full time

Job summary

First Abu Dhabi Bank in Abu Dhabi is seeking an AVP, Customer Services to lead the Middle Office & Client Services within Global Private Banking, Brokerage, and FAB Securities. You will support the MO & CS team and drive governance, policy adherence, and service excellence across the organization.

The role requires deep knowledge of financial markets, regulatory requirements (SCA), and strong analytical and leadership capabilities to resolve daily operational issues and elevate service quality.

Qualifications

• Bachelor’s degree in Business Administration or equivalent.
• 5+ years of experience in financial services, brokerage, equity, investment and markets.
• Strong understanding of SCA rules and market regulations.
• Analytical mindset with the ability to identify issues and develop action plans.
• Ability to plan, prioritize, and communicate status effectively.

Responsibilities

• Support and lead the Middle Office & Client Services team to improve performance and quality.
• Identify and prioritize problems and implement effective solutions.
• Ensure policies and procedures are followed and compliant with governance frameworks.
• Supervise MO & CS teams across the FAB Securities Dubai Branch.
• Suggest and implement corrective measures as needed.
• Support internal and external audits with required documentation.
• Coordinate with Regulator (SCA) for client-related needs and filings.
• Oversee institutional desk to ensure adherence to policies across FAB Securities Dubai.

Skills

Analytical skills

SCA/regulations knowledge

Stakeholder management

Operations knowledge

Financial markets knowledge

Education

Bachelor in Business Administration

Job description

Job description

About Us:
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. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.
Life at FAB:
Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization
Career Development:
FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.
Our Values:
At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.
Join our team and be part of a journey to shape the future of banking.

Responsibilities:

JOB SUMMARY / INTRODUCTION

The AVP, Customer Services role is responsible for the management of Middle Office & Client Services within Global Private Banking, Brokerage, and FAB Securities, supporting the Middle Office & Client Services team and operating within Group policies, organizational governance frameworks, and the approved authorization matrix.

KEY RESPONSIBILITIES

• Support the MO & CS team individually and collectively toward improved performance/quality.
• Identify and prioritize problems and solve them promptly and effectively.
• Regulate on all matters related to policy and procedures.
• Supervise the entire Middle Office & Client Services teams across in FABS Dubai Branch.
• Proactively suggest and carry out corrective measures where appropriate.
• Support both internal and external audits by fulfilling all of their demands and providing any client-related paperwork that is required.
• Consult with and support the Regulator (SCA) with any client-related needs and paperwork that is needed.
• Oversee the institutional desk for client services and middle office to guarantee that policies and procedures are followed appropriately throughout FABS.

REQUIREMENTS / QUALIFICATIONS

• A business administration bachelor graduate with thorough knowledge of the procedures in the share market, operations processes and computer system in place.
• Five (10+) years’ experience in financial services industry: (Brokerage, Equity, Investment and Financial markets).
• Possesses an in-depth understanding of SCA and markets rules and regulations.
• Must possess extensive experience within an analytical role.
• Must have the ability to raise and elevate critical issues to ensure that a solid action plan is developed to resolve daily operational issues / problems. Ability to plan out and prioritize work, accurately manage and communicate status and meet agreed upon schedule/deadlines.
• Strong working knowledge of local markets products and services.