Head of Service Culture

First Abu Dhabi Bank

Job Description

The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization:
. Drive Customer Obsession priorities with FAB’s long term vision and ensure that all strategic plans and initiatives are considered and prioritized through the lens of the Customer
. Implementing and formulating key customer engagement strategies based on aspects of customer life cycle in order to effectively manage and optimize the customer experience, build loyalty and ensure customer retention.
. Establishes with the Group Head of Customer Experience, the direction and strategy for creating lift in customer engagement across various customer segments
. Service Excellence program implementation will be a key deliverable to ensure the firm decentralization of key delivery towards goal achievement
. Develops a deep understanding of what customers need and expect, and aligns those expectations to product proposition roadmap and operational strategy
. Works with product, process, channel and other business stakeholders to identify critical customer journeys and related metrics for improvement in customer experience
. Identifies key moments of truth within different stages of Customer Life Cycle from considering a product, service or solution to the actual purchase and the post-purchase stages
. Facilitates improvement and journey mapping with stakeholders to ensure a full knowledge base, understanding of customer experience / end to end processes to improve the customer journey
. Designs end-state customer journeys with the objective of creating brand advocates and building loyalty
. Works closely in partnership with the business and product teams and implements initiatives on the retention strategy for customers and help develop a loyalty based tactics that feed into the overall customer experience universe
. Participates in cross-functional projects to enhance customer engagement and build strong working relationships within the organization
. Implementation of strong internal service culture metrics to embed it in the employee DNA to offer a unified customer experience
Strategy Development and Implementation

  • Develop and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives.
  • Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.
  • Ensure the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies.
  • Leads key Business process, e.g. rethinking/ redesigning of key customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives
  • Develops a roadmap for comprehensive redesign of acquisition and service processes
  • Manages the full life cycle of project management including planning, execution and handovers


  • Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximise performance.
  • Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements.
  • Act as a role model and drive adherence to organisational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.
  • Lead a team and manage their work streams and work plans towards execution of target milestones

Change Management

  • Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
  • Proactively identifies and provides solutions for any strategic delivery risks and issues
  • Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required
  • Articulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback , or other key transformation initiatives
  • Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
  • Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas


  • Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
  • Package and present progress, next steps and challenges regarding projects to the management as and when required
  • Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities
  • Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
  • Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
  • Proactively identifies and provides solutions for any strategic delivery risks and issues


Minimum Qualification

  • Bachelor’s degree.

Minimum Experience

  • 8 years relevant experience in the banking sector with at least 2 years in similar positions of progressively increasing managerial responsibilities.

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