AVP, Client Service Engineering - GTB Stream

Role Overview

Assistant Vice President (AVP), Client Service Engineering – GTB Stream at First Abu Dhabi Bank, located in Abu Dhabi, UAE.

Company Overview

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. FAB offers a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. The organization is committed to excellence and innovation in delivering top-tier financial solutions to clients globally.

Role Purpose

The AVP plays a key role in enabling the bank's transformation agenda by reimagining FAB's client service journeys to be client-centric, efficient, and risk-controlled. Working under the guidance of the VP, this execution-focused role drives end-to-end change through process reengineering, automation, and efficiency improvements, ensuring that client service engineering initiatives directly support strategic priorities in customer experience, operational efficiency, and risk management.

Key Responsibilities

Service Journey Reimagination

• Support the redesign and documentation of client service journeys to ensure they are client-centric, efficient, and risk-controlled.
• Support end-to-end process optimization and automation initiatives.

Service Delivery & Performance Management

• Coordinate with cross-functional teams to ensure delivery of initiatives.
• Track, analyze, and report performance against KPIs in customer experience, scalability, and risk.

Stakeholder Engagement & Change Leadership

• Support the VP 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.
• Lead multiple client service priorities and operate as project lead for specific initiatives or workstreams with stakeholders across Group Technology, Risk, Finance, Legal, Compliance, Audit, and within GCOO.

Continuous Improvement & Innovation

• Conduct analysis to identify improvement opportunities and pilot artificial intelligence and 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.

Qualifications & Experience

• Bachelor's degree in Business Administration, Finance, Operations Management, or a related field.
• Typically 6–10 years of experience in Financial Services, consultancy, or transformation roles.
• Demonstrated experience contributing to successful transformation initiatives, process optimization, or automation projects, with measurable results.
• Strong foundation in business process improvement and cross-functional delivery.
• Professional certifications in project management (PMP, Prince2), process improvement (Lean), change management, Agile, artificial intelligence, or related fields are preferred.
• MBA or advanced degree is preferred.

Skills & Competencies

• Strong delivery mindset with demonstrated ability to contribute to client service engineering and transformation initiatives within Financial Services and large corporate institutions.
• Experience owning workstreams or projects, ensuring timely and high-quality delivery.
• Cross-functional collaboration skills; ability to align diverse perspectives (front line, digital, operations, etc.), foster shared ownership, and drive integrated outcomes through collaboration and trust.
• Advanced problem-solving and analytical capabilities with ability to interpret data, identify improvement opportunities, and support decision-making with clear recommendations.
• Effective communication skills; ability to present key findings, problem statements, and opportunities in a concise and compelling manner.
• Capability to tailor messages for different audiences and build productive stakeholder relationships.
• Track record of delivering tangible improvements in operational performance, efficiency, or client experience, with a hands-on approach to problem solving.
• Experience supporting or coordinating teams, with exposure to both agile and conventional delivery models.
• Ability to take on temporary leadership of small project teams or analysts.
• Solid understanding of banking products, operations, and regulatory context (Corporate and Consumer).
• Familiarity with digital tools, automation, and technology-enabled transformation.

Additional Information

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture. The organization provides a range of learning and development initiatives to support all employees through training and skill development. FAB has 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 globally.