Manager, Client Service Engineering - International Middle Office

FAB; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading financial institution in Abu Dhabi is seeking a Manager for Client Service Engineering to drive process reengineering and automation. The role involves leading initiatives to optimize client service journeys, coordinating with cross-functional teams, and engaging stakeholders to ensure alignment with strategic objectives. The ideal candidate will have strong analytical skills and experience in managing service delivery and performance management.

Qualifications

• Proven experience in client service engineering and change management.
• Strong analytical skills for performance tracking against KPIs.
• Ability to lead cross-functional teams and manage stakeholder engagement.

Responsibilities

• Lead redesign of client service journeys for efficiency.
• Support coordination with teams for delivery of initiatives.
• Conduct analysis for improvement opportunities and pilot solutions.

Job description

Reporting to the VP, the MGR 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

• 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