Senior Manager- Operations and Shared Services

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At Al Hilal Bank we nurture a diverse, inclusive community where every voice is valued. About the business area GBS is a group of highly skilled and talented professionals who form an essential part of AHB’s continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving AHB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support. We are actively seeking an ambitious professional to join our team at AHB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking. In this role, your key responsibilities include: • Manage assigned Operations and Shared Services activities across the Bank to ensure processing, service fulfilment, issue resolution and stakeholder support are delivered in line with approved policies, processes procedures, service standards and regulatory requirements. • Monitor operational performance, service levels, turnaround time (TAT), backlog, exceptions and escalations across assigned areas to ensure service commitments are met, performance gaps are addressed and internal stakeholders receive consistent support. • Manage operational controls, maker checker requirements, exception handling, reconciliations, approvals and control testing across assigned activities to support adherence to AHB policies, regulatory requirements, audit expectations and risk management standards. • Review and enhance operational processes, procedures, workflows, checklists and controls to ensure activities are standardised, documented, practical and aligned with the Bank’s operating model and service expectations. • Manage operational incidents, service failures, stakeholder queries and escalations by assessing root causes, coordinating corrective actions and monitoring closure to reduce recurrence and support service continuity. • Contribute to operational change, system enhancements, automation initiatives and service improvement programmes by identifying process improvement opportunities, supporting business requirements and coordinating implementation across relevant teams. • Prepare, review and present operational management information, dashboards, performance reports, risk indicators and action tracking updates to support management oversight, decision making and progress monitoring. • Monitor vendor and outsourced service performance where applicable, review service quality, manage operational dependencies and support contract related requirements to ensure services are delivered in line with agreed standards and Bank requirements. The ideal candidate should have the following experience: • At least 7 years of Banking / Financial Services experience in operations, shared services, operational control, service delivery or business support functions. • Bachelor’s Degree from a well-recognised university in Business Administration, Banking, Finance, Operations Management or a related discipline. • Banking operations, shared services processes and operational service delivery experience • Operational risk, internal controls, regulatory requirements and audit remediation practices • Process governance, standard operating procedures, workflow management and service quality standards. • Operational performance, service levels, turnaround time (TAT), exceptions and escalations • Operational data, identify root causes and recommend practical corrective actions • Stakeholder management, communication, problem solving and decision making skills • Microsoft Excel, Word and PowerPoint for reporting, analysis and presentation purposes • Digital banking operations, automation opportunities and system enhancement requirements What we offer: Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels). Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements. Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs. At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions. Show more Show less

At least 7 years of Banking / Financial Services experience in operations, shared services, operational control, service delivery or business support functions. Bachelor’s Degree from a well-recognised university in Business Administration, Banking, Finance, Operations Management or a related discipline. Banking operations, shared services processes and operational service delivery experience. Operational risk, internal controls, regulatory requirements and audit remediation practices. Process governance, standard operating procedures, workflow management and service quality standards. Operational performance, service levels, turnaround time (TAT), exceptions and escalations. Operational data, identify root causes and recommend practical corrective actions. Stakeholder management, communication, problem solving and decision making skills. Microsoft Excel, Word and PowerPoint for reporting, analysis and presentation purposes. Digital banking operations, automation opportunities and system enhancement requirements.

Manage assigned Operations and Shared Services activities across the Bank to ensure processing, service fulfilment, issue resolution and stakeholder support are delivered in line with approved policies, processes procedures, service standards and regulatory requirements. Monitor operational performance, service levels, turnaround time (TAT), backlog, exceptions and escalations across assigned areas to ensure service commitments are met, performance gaps are addressed and internal stakeholders receive consistent support. Manage operational controls, maker checker requirements, exception handling, reconciliations, approvals and control testing across assigned activities to support adherence to AHB policies, regulatory requirements, audit expectations and risk management standards. Review and enhance operational processes, procedures, workflows, checklists and controls to ensure activities are standardised, documented, practical and aligned with the Bank’s operating model and service expectations. Manage operational incidents, service failures, stakeholder queries and escalations by assessing root causes, coordinating corrective actions and monitoring closure to reduce recurrence and support service continuity. Contribute to operational change, system enhancements, automation initiatives and service improvement programmes by identifying process improvement opportunities, supporting business requirements and coordinating implementation across relevant teams. Prepare, review and present operational management information, dashboards, performance reports, risk indicators and action tracking updates to support management oversight, decision making and progress monitoring. Monitor vendor and outsourced service performance where applicable, review service quality, manage operational dependencies and support contract related requirements to ensure services are delivered in line with agreed standards and Bank requirements.