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.

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Specialist Skills / Technical Knowledge Required for this role: