Manager, Client Service Engineering - International Middle Office

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading financial institution is seeking a Manager for Client Service Engineering in Abu Dhabi. This role involves driving end-to-end changes through process reengineering and automation, leading multiple client service priorities, and ensuring successful execution of initiatives aligned with the bank's strategy. The ideal candidate will possess strong stakeholder engagement skills and a keen ability to track performance against key metrics while advocating for continuous improvement.

Responsibilities

• Lead redesign of client service journeys to ensure efficiency and client-centricity.
• Support coordination with teams for successful initiative delivery.
• Track performance against KPIs and report findings.
• Engage stakeholders to align priorities and drive change.
• Conduct analysis to identify improvement opportunities.

Skills

Process reengineering

Stakeholder engagement

Change management

Performance analysis

Agile methodologies

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.