Senior Manager, Customer Experience Process Excellence

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 480,000 - 720,000; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking a senior governance professional to lead the CX governance framework, monitor compliance, and drive risk management. You will oversee reporting, KPI development and stakeholder communications across branches, contact centres, and digital channels.

The role requires 5–10 years of experience in governance and a Bachelor’s degree, with a focus on continuous improvement and customer experience excellence at FAB.

Qualifications

• Bachelor’s degree required.
• 5–10 years of experience in governance, risk, compliance or related field.
• Strong leadership, strategic planning and process improvement skills.

Responsibilities

• Governance framework execution and policy standards across CX processes.
• Monitor compliance with CX policies and regulatory requirements; escalate issues.
• Oversee governance reporting and dashboards for accuracy and timeliness.
• Conduct risk assessments, QA of complaints, and drive corrective actions.
• Develop and implement functional strategy aligned with FAB objectives.
• Lead change management and ensure timely program reporting to stakeholders.

Skills

Governance

Compliance

Reporting

Risk management

Leadership

Change management

Strategic thinking

Stakeholder management

Communication

Education

Bachelor’s Degree

Job description

First Abu Dhabi Bank (FAB) is seeking a senior governance professional to lead the CX governance framework, monitor compliance, and drive risk management. You will oversee reporting, KPI development and stakeholder communications across branches, contact centres, and digital channels.

The role requires 5–10 years of experience in governance and a Bachelor’s degree, with a focus on continuous improvement and customer experience excellence at FAB.