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:
