AVP, Client Service Engineering - GTB Stream

About the role

The AVP, Client Service Engineering will support First Abu Dhabi Bank’s GCOO transformation agenda by redesigning client service journeys, driving process automation and ensuring risk‑controlled delivery. Reporting to the VP, the role works across technology, risk, finance and operations to deliver measurable improvements in customer experience, scalability and operational efficiency.

Key responsibilities

• Support redesign and documentation of client service journeys to be client‑centric, efficient and risk‑controlled.
• Lead end‑to‑end process optimisation and automation initiatives.
• Coordinate with cross‑functional teams to deliver initiatives and track performance against CX, scalability and risk KPIs.
• Engage business stakeholders, champion agile ways of working and apply change‑management frameworks at the workstream level.
• Conduct analysis to identify improvement opportunities, pilot AI/automation solutions and contribute to toolkits and playbooks.
• Prepare governance materials, consolidate updates, risks and key issues for senior management escalation.

Required profile

• 6–10 years of experience in financial services, consultancy or transformation roles with a proven record of delivering process optimisation or automation projects.
• Demonstrated ability to own workstreams, collaborate across functions and deliver results in a client‑centric, risk‑controlled environment.
• Strong analytical and problem‑solving skills with the capability to interpret data and make data‑driven recommendations.
• Excellent communication skills, able to present findings and influence stakeholders at all levels.
• Bachelor’s degree in Business Administration, Finance, Operations Management or related field; professional certifications (PMP, PRINCE2, LEAN, Agile, AI) are a plus.