全职 AVP, Client Service Engineering 工作, 薪水, First Abu Dhabi Bank (FAB) 公司招聘中 - Ricebowl

JOB PURPOSE:

The mission of GCOO Client Service Engineering is to reimagine FAB’s client service journeys to be client-centric, efficient, and risk-controlled, positioning FAB as a benchmark for service excellence. The AVP plays a key role in enabling the bank’s transformation agenda, ensuring that client service engineering initiatives directly support strategic priorities in customer experience, operational efficiency, and risk management. The AVP will contribute and-or lead (parts) of the delivery of assigned service priorities and is responsible with key stakeholders to deliver the expected outcomes within set time boundaries and acceptable quality standards.

The incumbent will also be involved in bank-wide projects and initiatives by local MAS regulatory requirements involving major changes in systems and procedure (e.g., MAS TBGS, MAS BCM Guideline), and New Products requiring changes or upgrade to business IT system and/or processes involving multiple functions and with MAS regulatory implications.

KEY ACCOUNTABILITIES:

Reporting to the VP, Project Manager locally and VP, the AVP Client Service Engineering functionally, the incumbent plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. He/She will lead multiple client service priorities, collaborate with cross-functional stakeholders, and ensure the successful execution of initiatives that align with the bank's strategic objectives.

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 (CX, scalability, risk).

Stakeholder Engagement & Change Leadership

• Support 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

Continuous Improvement & Innovation

• Conduct analysis to identify improvement opportunities and pilot AI/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

The incumbent will also be required to perform other responsibilities and duties periodically assigned by Head of Business Management/COO in Singapore Office.

QUALIFICATIONS & EXPERIENCE:

An ideal candidate for the role has the following competencies:

• Strong delivery mindset: Demonstrated ability to contribute to client service engineering and transformation initiatives within Financial Services and/or large corporate institutions. Experience in owning workstreams or projects, ensuring timely and high-quality delivery
• Cross-functional collaboration: Skilled in aligning diverse perspectives (front line, digital, operations, etc.), fostering shared ownership, and driving integrated outcomes through collaboration and trust. Can engage several stakeholders to lead to common goals.
• Analytical skills: Advanced problem-solving and analytical capabilities, with the ability to interpret data, identify improvement opportunities, and support decision-making with clear recommendations
• Communication skills: Effective communicator who can present key findings, problem statements, and opportunities in a concise and compelling manner. Adept at tailoring messages for different audiences and building productive stakeholder relationships
• Execution and results orientation: Track record of delivering tangible improvements in operational performance, efficiency, or client experience, with a hands-on approach to problem solving
• Team contribution and coordination: Experience in supporting or coordinating teams, with exposure to both agile and conventional delivery models. May take on temporary leadership of small project teams or analysts
• Banking & technology knowledge: Solid understanding of banking products, operations, and regulatory context (Corporate and/or Consumer). Familiarity with digital tools, automation, and technology-enabled transformation
• Professional certifications in project management (PMP, Prince2), process improvement (LEAN), change management, Agile, AI and-or related fields are a plus

An ideal candidate has the following qualifications and experiences:

• Demonstrated experience contributing to successful transformation initiatives, process optimization, or automation projects, with measurable results
• Bachelor's degree in Business Administration, Finance, Operations Management, or a related field. MBA or advanced degree is a plus.
• 6–10 years of experience in Financial Services, consultancy, or transformation roles, with a strong foundation in business process improvement and cross-functional delivery