Senior Client Service Transformation Lead

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 420,000 - 600,000; Full time

Job summary

FAB's GCOO Client Service Engineering team seeks an AVP to drive end-to-end client service initiatives, focusing on CX, efficiency, and risk management. The role requires cross-functional leadership across business lines, technology, and support functions, delivering measurable outcomes within time and quality targets.

You will lead and/or co-lead workstreams, guide agile implementation, and pilot AI/automation solutions, reporting to the VP and engaging senior stakeholders to ensure successful

Qualifications

• Strong delivery mindset with ability to lead workstreams.
• Cross-functional collaboration across front line, digital, and operations.
• Analytical skills to interpret data and identify improvements.
• Excellent communication and stakeholder management.
• Experience in delivering improvements in financial services.
• Knowledge of banking products and regulatory context.

Responsibilities

• Redesign client service journeys to be client-centric, efficient, and risk-controlled.
• Lead end-to-end process optimization and automation initiatives.
• Coordinate with cross-functional teams to ensure delivery of initiatives.
• Track, analyze, and report performance against KPIs.
• Engage stakeholders to align on priorities and drive change leadership.
• Pilot AI/automation solutions and document playbooks.
• Prepare governance materials and escalate risks to senior management.

Skills

Delivery mindset

Cross-functional collaboration

Analytical skills

Communication skills

Execution and results

Team coordination

Banking & technology knowledge

Education

Bachelor's degree in Business Administration, Finance, Operations Management, or related field

Job description

FAB's GCOO Client Service Engineering team seeks an AVP to drive end-to-end client service initiatives, focusing on CX, efficiency, and risk management. The role requires cross-functional leadership across business lines, technology, and support functions, delivering measurable outcomes within time and quality targets.

You will lead and/or co-lead workstreams, guide agile implementation, and pilot AI/automation solutions, reporting to the VP and engaging senior stakeholders to ensure successful