Manager - Servicing and Transacting (UAE National)

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Requisition Number: 49848

Job Location: Dubai, ARE

Global Grade: Band 7

Work Type: Office Working

Employment Type: Permanent

Posting Start Date: 30/06/2026

Posting End Date: 08/07/2026

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Job Summary

We are seeking a dedicated Manager for Servicing and Transacting based in Dubai, focused on delivering exceptional client servicing specifically for UAE Nationals. This role merges operational management, compliance oversight, and client-focused process enhancement to support the ongoing growth and transformation of our retail banking operations.

Operational Excellence and Governance

Lead compliance efforts ensuring all operational practices within the unit adhere strictly to the Bank's risk, security, and compliance standards. Deliver clear training and guidelines to reinforce operational integrity and mitigate risks effectively.

Collaborate closely with the Retail Products team to support the successful implementation and ongoing management of new product rollouts and special projects. Set and monitor Service Level Agreements (SLAs), Turnaround Times (TATs), productivity, and accuracy, ensuring optimal customer experience.

Drive process review and system enhancements by working directly with stakeholders and users, aiming to streamline workflows and increase operational efficiency.

Implement and maintain unit policies and procedures aligned with Group standards, fostering a culture of consistency and accountability.

Champion quality service delivery to affluent and retail clients ensuring experiences exceed expectations and meet predefined service standards.

Promote a continuous improvement mindset by reviewing controls, processes, and systems to enhance quality, cut costs, and reduce inefficiencies.

Engage with diverse internal stakeholders across business functions to build synergies, drive strategic alignment, and streamline operational objectives with the bank's broader mission.

This role requires a proactive leader skilled in operational governance and customer service excellence, committed to supporting UAE Nationals and advancing the banks’ objectives through strategic collaboration and innovation.

Key Responsibilities

Key Responsibilities:

Partner with Process Governance & Control, Business Risk Management, and other key stakeholders to assure robust, updated process documentation and controls are meticulously implemented across local and GBS operations.

Lead migration initiatives to transfer select activities to GBS centres, leveraging regional capabilities for enhanced cost-efficiency, service quality, and risk mitigation.

Coordinate comprehensive Business Continuity Planning (BCP), Disaster Recovery (DR), and Business Impact Analysis (BIA) strategies to ensure operational resilience and preparedness.

Regularly review vendor operations to ensure full compliance and alignment with the Group’s vendor management policies and frameworks.

Drive efficiency initiatives by standardising operations while rigorously managing costs and investments to sustain a high-performing and financially disciplined business environment.

Prioritise and oversee operational issues with focus on controlled rollout of new products and platforms that align with the Bank’s architectural standards to enhance client servicing experiences.

Implement technological and architectural improvements to reduce dependencies that hinder client service delivery, enabling smoother end-to-end servicing and transacting journeys.

Utilise advanced data analytics, including predictive modelling and AI tools, to gain insights and continuously elevate service standards an