VP, Client Service Engineering - International Middle Office & Consumer Customer Service

Role Overview

Vice President, Client Service Engineering – International Middle Office & Consumer Customer Service at First Abu Dhabi Bank (FAB), reporting to the Head of Client Service Engineering. The role is based at FAB headquarters.

Company Overview

GCOO Client Service Engineering is FAB's transformation function tasked with reimagining client service journeys to be client-centric, efficient, and risk-controlled, positioning FAB as a benchmark for service excellence.

Role Purpose

The VP plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. The role enables the bank's transformation agenda by ensuring that client service engineering initiatives directly support strategic priorities in customer experience, operational efficiency, and risk management. This is an execution-focused role; tangible results in CX, scalability, and risk mitigation define success.

Key Responsibilities

Service Journey Reimagination

• Lead the redesign 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

• Ensure delivery and scalability of redesigned service journeys, coordinating cross-functional teams.
• Monitor and report progress on key KPIs across CX, scalability, and risk.

Stakeholder Engagement & Change Leadership

• Engage with key stakeholders across Business Lines, Group Technology, Risk, Finance, Legal, Compliance, Audit, and within GCOO to drive end-to-end service priorities, AI experiments, and automation improvements.
• Champion a culture of agile, fast-paced, and repeatable delivery, fostering innovation, agility, and continuous improvement.
• Align stakeholders on service priorities and drive change across business domains.

Continuous Improvement & Innovation

• Identify opportunities for ongoing process improvement and innovation, including piloting AI and automation solutions.
• Contribute to the adoption of structured toolkits, best practices, innovation set-up playbooks, and frameworks for consistent service delivery.

Reporting & Communication

• Provide regular updates to senior management and governance forums on progress, risks, and key decisions.
• Prepare, contribute to, and present materials for GCOO, ExCo-X, and other executive committees as required.

Team Leadership

• Directly lead a small team of 1–2 analysts.
• Demonstrate strong influence and collaboration skills to drive cross-functional initiatives and coordinate with stakeholders across business lines, technology, and support functions.

Qualifications & Experience

• Bachelor's degree in Business Administration, Finance, Operations Management, or a related field.
• Minimum 10–15 years of experience in Financial Services, external consultancy, with substantial experience in business transformation, strategic planning, process improvement, or system automation.
• At least half of experience must be in executive and/or consulting roles.
• Proven track record of leading successful transformation initiatives, driving process optimization, and delivering measurable results.
• Professional certifications in project management (PMP, Prince2), process improvement (LEAN), change management, Agile, AI, or related fields are preferred.
• MBA or advanced degree is preferred.

Skills & Competencies

• Lead end-to-end client service engineering and transformation initiatives within a Financial Services or large multinational corporate institution.
• Collaborate effectively across departments, aligning diverse perspectives (front line, digital, operations) to foster shared ownership and drive integrated outcomes through trust.
• Engage multiple stakeholders to align on common goals and drive change.
• Interpret and leverage data to drive opportunities for improvement and expedite decision-making.
• Convey key concepts, problem statements, and opportunity cases to gain buy-in from stakeholders across the organization.
• Build relationships and collaborate with stakeholders at and above your level with high awareness of stakeholder standpoint.
• Deliver tangible results in operational performance improvement.
• Manage people and teams in both business-as-usual and temporary capacities, in agile and conventional setups.
• Demonstrate good understanding of banking segments, domains, products, and operations knowledge across Corporate and Consumer segments.
• Maintain knowledge of regulatory compliance and industry trends.
• Leverage technology and digital solutions to enhance operations.
• Familiarity with change management frameworks (e.g., ADKAR, Kotter) is desirable.

Additional Information

The role requires coordination with stakeholders across the bank and strong influence skills to drive cross-functional initiatives despite managing a small team. Travel and shift patterns are not specified in the original posting.