Process Excellence Manager – Dubai (Emiratised)

About the role

The Manager, Process Excellence will lead governance and continuous improvement of customer experience processes for First Abu Dhabi Bank in Dubai. This Emiratised role focuses on aligning service standards with the bank’s strategic objectives and regulatory requirements.

Key responsibilities

• Implement governance frameworks, policies and standards across all customer experience processes.
• Monitor compliance with CX policies, standards and regulatory requirements, escalating non‑compliance.
• Prepare and deliver CX governance reports, dashboards and metrics on time.
• Conduct risk assessments, support audit activities and identify improvement areas.
• Perform root‑cause analysis and quality assurance of recurring complaints, driving corrective action plans.
• Develop and execute functional strategy aligned with FAB’s vision, mission and corporate objectives.
• Lead redesign of key customer processes, addressing priority pain points and transformation initiatives.
• Manage full project life‑cycle including planning, execution and hand‑over.
• Design service standards and KPIs for all channels and touch points.
• Accelerate adoption of service standards through training and coaching of employees.

Required profile

• Proven experience in implementing governance frameworks and service standards.
• Strong analytical, risk assessment and problem‑solving capabilities.
• Demonstrated ability to lead cross‑functional projects and drive continuous improvement.
• Knowledge of banking regulations and customer experience standards.

Required skills