Manager, Client Service Engineering - International Middle Office

SupportFinity™; Abu Dhabi; On-site; AED 200,000 - 260,000; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking a Manager, Client Service Engineering to lead the redesign and governance of client service journeys, ensuring client-centricity, efficiency, and risk control. The role focuses on end-to-end process optimization and automation initiatives.

Collaborating with cross-functional teams, you will monitor performance against KPIs, engage stakeholders, and drive agile change across workstreams, aiming for continuous improvement and scalable service delivery.

Qualifications

• 5-10 years of experience in client service engineering or related fields.
• Experience leading process improvement and change management initiatives.

Responsibilities

• Lead redesign and governance of client service journeys for client-centric, efficient, and risk-controlled delivery.
• Coordinate with cross-functional teams to ensure delivery of initiatives and outcomes.
• Track, analyze, and report performance against KPIs (CX, scalability, risk).
• Support VP/Head in stakeholder engagement and prioritization.
• Act as a change agent, promoting agile ways of working and continuous improvement.
• Pilot AI/automation solutions and document playbooks for consistent delivery.
• Prepare governance materials and escalate risks to senior management.

Skills

Client service

Process optimization

Change management

Automation

Job description

Manager, Client Service Engineering - International Middle Office

First Abu Dhabi Bank (FAB) |

First Abu Dhabi Bank (FAB) | Posted Mar 10

Internship

Negotiable

Advanced (5-10 yrs)

Service Journey Reimagination

• Lead the redesign and governance of client service journeys to ensure they are client-centric, efficient, and risk-controlled. Drive end-to-end process optimization and automation initiatives.

Service Delivery & Performance Management

• Support coordination 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/Head 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

About the company

First Abu Dhabi Bank (FAB)