Head - Business Banking Enablement

About the business area:

The Retail Banking Group (RBG) supports retail and micro-business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service.

Job Overview:

To lead and oversee Business Banking enablement by embedding a high‑execution, customer‑focused and risk‑aware culture, strengthening workforce effectiveness and performance management, governing analytics, management information and digitisation initiatives, and ensuring robust operational governance and regulatory alignment to drive sustainable productivity, informed decision‑making and consistent delivery of strategic outcomes

In this role, your key responsibilities include:

• Lead and govern the Business Banking enablement operating model, consolidating all non‑client‑facing frontline support into a clearly defined, integrated service model spanning credit underwriting, Know Your Customer (KYC), onboarding, analytics and insights, and Programme Management Office (PMO) services ensuring alignment with business priorities and scalable delivery
• Establish and enforce end-to-end service ownership, defined service standards, and measurable service level expectations, holding the enablement function accountable for delivery quality, turnaround times, and consistency in support of frontline effectiveness and capacity
• Position the enablement vertical as a strategic business partner and control function, owning service outcomes, submission quality, and operational performance across all enablement services, while working in close alignment with Compliance and Risk functions to ensure adherence to regulatory and policy requirements
• Drive continuous enhancement of the enablement model through performance management, service metrics, and structured stakeholder engagement, ensuring optimisation of service delivery, improved customer outcomes, and sustained operational excellence
• Lead and oversee end‑to‑end service delivery for centralised credit support, including ownership of Program Lending underwriting within defined delegation thresholds, as well as KYC and remediation activities to deliver timely, consistent and high‑quality outcomes for the frontline while establishing clear governance, alignment and escalation boundaries with Group Credit
• Set and enforce service standards, underwriting frameworks and delegated authority protocols, ensuring predictable turnaround for high‑risk account opening, KYC reviews and credit processing across segments
• Lead first‑time‑right submission quality and embed strong underwriting discipline and control effectiveness, through effective controls and close partnership with embedded compliance cells, reducing avoidable rework, document returns and service delays while sustaining service performance under changing demand conditions
• Own and deliver against defined credit risk and service performance Key Performance Indicators (KPIs), including underwriting accuracy, turnaround times, portfolio quality metrics and exception management trends, ensuring alignment with portfolio risk appetite and sustainable business growth objectives
• Establish capacity and workforce governance across the enablement vertical to ensure resources are aligned to processing demand and service commitments
• Lead credit FTE load analysis and productivity optimisation by assessing workload drivers, utilisation and constraint points, and implementing improvements that balance efficiency, quality and risk
• Optimise coverage and workload distribution for the fully centralised KYC and remediation teams, ensuring scalable, resilient operating coverage and sustainable productivity improvements without compromising control or regulatory standards
• Govern the digitisation agenda across enablement processes, prioritising initiatives that reduce manual effort, improve consistency and strengthen control discipline
• Lead the digitisation of credit initiation and decisioning, workflow automation and process simplification to deliver structural efficiencies
• Sponsor and govern the implementation of a golden source for client documentation, enabling direct retrieval by teams, reducing client and internal rework and improving service flow
• Ensure initiatives are well‑governed and deliver sustained operational and risk‑reduction benefits
• Lead the enablement Project Management Office (PMO) for customer insights, analytics, performance management and management information systems to strengthen prioritisation, execution discipline and decision‑making across Business Banking
• Govern the design and effectiveness of performance management frameworks, incentive schemes and sales campaigns, ensuring alignment with strategic priorities, risk appetite and cost‑effectiveness objectives
• Lead the development and governance of Business Banking MIS, dashboards and analytics to provide accurate, timely and actionable insights on performance, productivity, risk and customer outcomes for senior management and governance forums, supported by strong data standards and reporting discipline
• Lead the Retail and Commercial Banking operational risk and governance agenda for the enablement vertical, ensuring risks arising from people, processes, systems and third‑party dependencies are proactively identified, assessed, managed and mitigated
• Embed a strong and sustainable risk culture aligned with the Bank’s risk appetite, internal policies and UAECB regulatory requirements
• Establish and maintain effective controls across credit support and KYC and remediation activities to ensure consistent compliance and minimise operational losses
• Partner closely with Group Compliance, Operational Risk, Fraud, Internal Audit and embedded compliance cells to ensure timely remediation of audit findings, regulatory issues and control gaps, supported by preventive controls, robust governance forums and effective escalation mechanisms
• Lead the Business Banking Emiratisation agenda by reviewing UAE National talent data to identify high‑potential employees and critical roles across enablement and frontline support functions
• Govern targeted development, exposure and succession interventions to build a sustainable leadership and specialist pipeline aligned with national priorities, workforce plans and the Bank’s long‑term organisational requirements, and provide progress oversight to senior management and governance forums
• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance
• Manage the effective achievement of the team’s objectives through setting individual objectives, managing performance, developing the team and providing formal and informal feedback to maximise overall performance, engagement and motivation
• Contribute to the preparation of the business area’s budget and manage and monitor the financial performance against the budget so that areas of unsatisfactory performance are identified, rectified promptly and potential performance improvement opportunities are capitalised upon
• Recommend and implement improvements to departmental policies, procedures and processes covering all areas of activity so that all relevant procedural requirements are fulfilled while ensuring that ADCB delivers best-in-class services, products and innovation
• Identify opportunities to contribute to organisational and departmental change initiatives, programmes and projects taking into account best practice and standards in the business environment
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions

The ideal candidate should have the following experience:

• At least 9 years of experience in Business Banking Enablement, Operational Governance, Analytics and/or Credit Risk within Banking or Financial Services
• Bachelor’s Degree in Business Administration, Human Resources, Finance or a related discipline
• Project Management Professional qualification (PMP), Transformation Qualification
• Business Banking Operating Model and Enablement Design
• Digitisation Portfolio Governance and Benefits Realisation
• Performance Management and Incentives Governance
• Management Information Systems and Executive Reporting
• Data Analytics and Visualisation for Decision Support
• Operational Risk Governance and Control Assurance
• Know Your Customer Remediation and Compliance Coordination
• Credit Underwriting and Escalation Governance
• Stakeholder Management and Executive Influence