Manager, Client Service Engineering - International Middle Office

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

  
  

About Us:
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.
Life at FAB:
Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization
Career Development:
FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.
Our Values:
At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.
Join our team and be part of a journey to shape the future of banking.