Manager, Process Excellence (Dubai – Emiratised Role)

About the role

First Abu Dhabi Bank is seeking a Manager, Process Excellence to lead governance and continuous improvement of its Customer Experience (CX) processes in Dubai. The role is Emiratised and focuses on ensuring compliance, risk management and strategic alignment across the bank’s service standards.

Key responsibilities

• Implement and monitor governance frameworks, policies and standards for CX processes.
• Review SOPs, turnaround times, SLAs and ensure regulatory alignment of service documentation.
• Conduct compliance monitoring, risk assessments and support audit activities.
• Prepare and deliver governance reports, dashboards and EXCO/Board updates.
• Perform root‑cause analysis of recurring complaints and drive corrective action plans.
• Develop and execute functional strategy aligned with FAB’s corporate objectives.
• Design service standards, KPIs and training programs to embed a customer‑centric culture.
• Lead data collection, analysis and insight generation from multiple channels to inform decision‑making.
• Manage change initiatives, project lifecycles and vendor delivery quality.

Required profile

• Bachelor’s degree.
• 5–10 years of experience in governance, process excellence or related fields, preferably within banking.
• Strong understanding of CX governance, risk management and regulatory requirements.
• Proven ability to lead cross‑functional projects and drive continuous improvement.