CX Governance & Process Excellence Lead

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

Job summary

First Abu Dhabi Bank is seeking an experienced Governance & Compliance leader in Dubai to oversee the CX governance framework, policy alignment, and regulatory reporting. The role drives risk assessment, QA of complaints, and strategic initiatives across the organization, partnering with senior management to elevate customer experience standards.

With 5–10 years in governance or risk roles, you will shape governance strategy, ensure timely reporting, and mentor teams to uphold FAB’s policies and

Qualifications

• Bachelor’s degree required; 5-10 years of governance or risk management experience.
• Experience in building and reviewing governance frameworks and policies.
• Strong knowledge of regulatory alignment and reporting.

Responsibilities

• Develops and oversees governance framework implementation across CX.
• Monitors CX policy compliance and regulatory requirements.
• Delivers governance reporting and dashboards with accuracy.
• Performs risk assessments and supports audit activities.
• Conducts root cause analysis of customer complaints.
• Leads strategic initiatives and change management for FAB.

Skills

Governance

Compliance

Risk Management

Quality Assurance

Reporting

Strategy

Education

Bachelor's Degree

Job description

First Abu Dhabi Bank is seeking an experienced Governance & Compliance leader in Dubai to oversee the CX governance framework, policy alignment, and regulatory reporting. The role drives risk assessment, QA of complaints, and strategic initiatives across the organization, partnering with senior management to elevate customer experience standards.

With 5–10 years in governance or risk roles, you will shape governance strategy, ensure timely reporting, and mentor teams to uphold FAB’s policies and