Senior Client Service Transformation Lead

Showcify, Inc.; Abu Dhabi; On-site; AED 300,000 - 540,000; Full time

Job summary

FAB, through its GCOO Client Service Engineering division, seeks an AVP to drive end-to-end service priorities, automation, and risk-controlled client journeys. The role reports to the VP and requires cross-functional collaboration across business lines, technology, and support functions.

The AVP will lead initiatives, workstreams, and governance for CX, scalability, and risk metrics, while advocating agile practices and continuous improvement.

Qualifications

• Strong delivery mindset: demonstrated ability to contribute to client service engineering and transformation initiatives within Financial Services and/or large corporate institutions. Experience in owning workstreams or projects, ensuring timely and high-quality delivery.
• Cross-functional collaboration: Skilled in aligning diverse perspectives (front line, digital, operations, etc.), fostering shared ownership, and driving integrated outcomes through collaboration and trust. Can engage several stakeholders to lead to common goals.
• Analytical skills: Advanced problem-solving and analytical capabilities, with the ability to interpret data, identify improvement opportunities, and support decision-making with clear recommendations.
• Communication skills: Effective communicator who can present key findings, problem statements, and opportunities in a concise and compelling manner.
• Execution and results orientation: Track record of delivering tangible improvements in operational performance, efficiency, or client experience, with a hands-on approach to problem solving.
• Team contribution and coordination: Experience in supporting or coordinating teams, with exposure to both agile and conventional delivery models.
• Banking & technology knowledge: Solid understanding of banking products, operations, and regulatory context (Corporate and/or Consumer). Familiarity with digital tools, automation, and technology-enabled transformation.

Responsibilities

• Reporting to the VP, the AVP Client Service Engineering plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements.
• 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: Support the redesign and documentation of client service journeys to ensure they are client-centric, efficient, and risk-controlled; Support end-to-end process optimization and automation initiatives.
• Service Delivery & Performance Management: Coordinate 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 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.

Skills

Delivery mindset

Cross-functional collaboration

Analytical skills

Communication skills

Execution and results orientation

Team coordination

Banking & technology knowledge

Education

Bachelor's degree in business administration, Finance, Operations Management, or related field

Job description

FAB, through its GCOO Client Service Engineering division, seeks an AVP to drive end-to-end service priorities, automation, and risk-controlled client journeys. The role reports to the VP and requires cross-functional collaboration across business lines, technology, and support functions.

The AVP will lead initiatives, workstreams, and governance for CX, scalability, and risk metrics, while advocating agile practices and continuous improvement.