Business Banking Specialist – Emiratized

About the role

The Specialist, Business Banking – Emiratized will support First Abu Dhabi Bank’s business banking operations in Abu Dhabi by analysing processes, driving improvements, and ensuring high‑quality customer service in line with regulatory and compliance standards.

Key responsibilities

• Evaluate existing business processes, conduct root‑cause analysis and propose improvements to prevent issue recurrence.
• Create and integrate voice‑of‑customer insights into cross‑functional action plans and manage end‑to‑end communication processes.
• Engage with process owners and internal stakeholders to monitor NPS, achieve benchmark scores and support KYC‑related projects.
• Ensure onboarding/KYC teams process cases within agreed TAT/SLA, handle inbound customer calls and resolve complaints or queries.
• Analyse new account applications, verify identification and legal documents, perform data entry in onboarding systems and support account opening.
• Audit original documents, enforce regulatory, audit and compliance requirements and maintain internal controls to minimise operational losses.

Required profile

• Graduate with at least three years of relevant experience in the UAE retail banking market.
• Strong background in compliance, operations, product or sales governance.
• Customer‑obsessed, change‑focused pragmatist with the ability to drive process improvements.
• Excellent communication and interpersonal skills.