Manager, Client Service Engineering - International Middle Office First Abu Dhabi Bank FAB

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.

Support coordination with cross-functional teams to ensure delivery of initiatives

Track, analyze, and report performance against KPIs (CX, scalability, risk).

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

Conduct analysis to identify improvement opportunities and pilot AI/automation solutions

Document and contribute to toolkits, playbooks, and frameworks for consistent service delivery

Prepare materials for governance forums, ExCo-X, and GCOO meetings

Consolidate updates, risks, and key issues for escalation to senior management

An ideal candidate for the role has the following competencies:

• 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. Adept at tailoring messages for different audiences and building productive stakeholder relationships
• 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. May take on temporary leadership of small project teams or analysts
• 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
• Professional certifications in project management (PMP, Prince2), process improvement (LEAN), change management, Agile, AI and-or related fields are a plus

An ideal candidate has the following qualifications and experiences:

• Demonstrated experience contributing to successful transformation initiatives, process optimization, or automation projects, with measurable results
• Bachelor's degree in Business Administration, Finance, Operations Management, or a related field. MBA or advanced degree is a plus.
• Typically 4 7 years of experience in Financial Services, consultancy, or transformation roles, with a strong foundation in business process improvement and cross-functional delivery

The MGR is an execution-focused role, working under the guidance of the VP. The role requires cross-functional collaboration with stakeholders across business lines, technology, and support functions.

The MGR will often operate as team lead for specific initiatives or workstreams with stakeholders across Group Technology, Risk, Finance, Legal, Compliance, Audit, and within GCOO to drive end-to-end service priorities, AI experiments, and automation improvements. This is an execution-focused role; tangible results in CX, scalability, and risk mitigation will be key in defining success.