Job Description

Role :

Associate Manager - Service & Maintenance

Location :

Abu Dhabi

Role Purpose:

To lead and manage the Finance Maintenance and Service Unit within Retail Finance Operations, ensuring operational excellence through strategic decision-making, automation, digital transformation, and centralized service delivery. The role is pivotal in aligning operational practices with ESG principles, enhancing customer experience, and driving continuous improvement across onshore and offshore teams. A key focus of this role is to reengineer legacy processes and centralize servicing functions to improve efficiency, scalability, and control, while fostering a culture of innovation and compliance.

Key Accountabilities of the role

Strategic & Operational Leadership

Define and execute strategic initiatives to enhance service delivery and operational efficiency. Collaborate with senior stakeholders to align unit goals with broader business objectives. Lead cross-functional projects to improve turnaround time, accuracy, and customer satisfaction.

Automation & Digital Transformation

Identify and implement automation opportunities to reduce manual work and improve processing speed. Champion digitalization efforts including workflow enhancements, system upgrades, and AI/data analytics integration.

Process Reengineering & Centralization

Reengineer legacy servicing processes to eliminate inefficiencies and improve scalability. Design and implement centralized operational models to consolidate fragmented activities and strengthen control.

Staffing & Capability Building

Manage staffing plans and ensure optimal resource allocation across teams. Mentor and develop team members, including Emiratization trainees, through structured training and performance management. Foster a culture of accountability, innovation, and continuous learning.

ESG & Compliance

Ensure operational practices support ADIB's ESG commitments, including paperless processing and energy-efficient workflows. Promote inclusive and ethical decision-making across all servicing activities. Maintain compliance with internal policies, regulatory standards, and control frameworks.

Performance Monitoring & Risk Management

Monitor KPIs and present MIS dashboards to senior management. Analyze error trends and implement corrective actions to enhance reliability. Escalate and mitigate operational risks, including system vulnerabilities and service disruptions.

Specialist Skills / Technical Knowledge Required for this role:

4-5 years in banking operations management