Senior Client Service Engineering Lead – Onboard & Activation

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 350,000 - 550,000; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking a senior transformation leader to redesign client service journeys for efficiency and risk control. You will drive end-to-end process optimization, ensure scalable delivery across cross-functional teams, and monitor KPIs in CX, scalability and risk.

You will engage stakeholders, identify improvements including AI pilots, and report to senior management, leading a small team of 1–2 analysts.

Qualifications

• Proven leadership in client service engineering and transformation within financial services or large corporates.
• Strong cross-functional collaboration and stakeholder influence.
• Excellent analytical and problem-solving skills.
• Strong communication and stakeholder messaging skills.
• Track record of tangible operational performance improvements.
• Team management experience in agile and conventional setups.
• Banking domain, regulatory compliance and digital solutions knowledge.
• Bachelor's degree in business administration, finance, operations management or related field.

Responsibilities

• Lead redesign of client service journeys to be client-centric, efficient and risk-controlled.
• Drive end-to-end process optimization and automation initiatives.
• Ensure delivery and scalability of redesigned service journeys across cross-functional teams.
• Monitor and report progress on KPIs across CX, scalability and risk.
• Engage stakeholders across business domains to align service priorities and drive change.
• Identify continuous improvement and innovation opportunities, including piloting AI and automation.
• Provide updates and presentation materials to senior management and executive committees.
• Lead a small team of 1-2 analysts.

Skills

Leadership

Stakeholder management

Analytical thinking

Communication

Change management

Agile team leadership

Banking domain knowledge

Regulatory compliance

Education

Bachelor\'s degree in business/finance

Job description

First Abu Dhabi Bank (FAB) is seeking a senior transformation leader to redesign client service journeys for efficiency and risk control. You will drive end-to-end process optimization, ensure scalable delivery across cross-functional teams, and monitor KPIs in CX, scalability and risk.

You will engage stakeholders, identify improvements including AI pilots, and report to senior management, leading a small team of 1–2 analysts.