Senior Manager – Operations Transformation, C&IB

About Emirates NBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realize their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

What You Will Be Doing

• The role is responsible for supporting the transformation and digitization of all operational units (Services) under Corporate & Institutional Banking including Credit Risk, Treasury, Trade Finance, Corporate Account Services, and Payments Operations

• The position drives process discovery, STP enhancement, automation delivery, Gen AI-enabled solutions, workflow optimization, and operational diagnostics to improve strengthen risk controls, optimize turnaround times, and deliver superior customer experience.

• Manage key business and services stakeholders and work cohesively with product, IT, Operations, Risk, Compliance, and vendor teams to accelerate the bank’s future-ready operation goal.

Transformation and Operational Analysis

• Identify processes improvement and risk mitigation opportunities across Services units that are suitable for STP, light / robotic automation, and/or Gen AI enablement by
• Review of existing KPIs such as STP rates, TAT, error rates, and recommend process improvements opportunities.
• Conduct end-to-end process mapping, gap analysis, and redesign for future state.
• Execute diagnostic studies on high-volume operational processes to identify automation opportunities.
• Lead end-to-end process reviews, mapping, and redesign using methodologies and tools relevant to the banking industry.

Governance and Project Management

• Develop and track project plans, timelines, budgets, and resource allocation.
• Identify and mitigate project risks while ensuring quality delivery.
• Solid technical understanding and ability to define and refine requirements through a project lifecycle.
• Support IT transformation sprints, daily stand-ups, and weekly working groups.
• Assist with governance dashboards, program updates, and benefits realization tracking.
• Coordinate with Operations Heads, Product Owners, IT, Risk, and Compliance to ensure project alignment.
• Liaise with internal teams and vendors (if applicable) for workflows, Light / Robotic automation, Gen AI
• Prepare materials for Service EXCO, Program Boards, and Operational Risk committees.

Understanding of Gen AI & Autonomous Agents

• Partner with Data and AI teams to operationalize Gen AI use cases across Services.
• Support development of AI-based copilots, decision-support tools, and automated quality-monitoring systems.
• Track adoption, efficiency gains, and operational impact of AI solutions.
• Support review and implementation of OCR workflow and Gen AI capabilities.

Driving Change Management

• Drive cultural adoption of continuous improvement and operational excellence within Operations teams.
• Excellent meeting, workshop, and conference facilitation skills, with proven knowledge of how to foster attendee participate and collaboration in small and large groups.
• Deliver and track structured project management (Agile / PMO frameworks) for each transformation initiative.
• Support where required for adoption, testing, and rollout phases for STP & automation initiatives.

What We are Looking for

• Bachelor’s degree in business, Engineering, Data Science, or a related field.
• Certification in Change Management or Project Management
• Minimum 15+ years of relevant banking experience in process excellence, automation, or Transformation.
• Proven experience in leading or supporting transformation projects from business or IT side e.g. Re-organization of Operating model, Re-platforming.
• Must have hands-on understanding of C&IB products including Trade Finance, Credit Risk and Treasury (Global Markets)
• Exposure in Implementation/ working on AI Models/Gen AI
• Exceptional problem solving and analytical thinking (quant and qual)
• Exceptional relationship and conflict management skills
• Exceptional communication and senior stakeholder management skills
• Proven people/team management skills
• Strong understanding of Gen AI /Agentic AI
• Proven ability to lead, plan and manage change/projects in organizations.
• Experience in using process improvement methodologies such as Lean,
• The job holder will be an experienced professional with outstanding leadership capabilities.
• Should possess understanding of best practices in the IT and Digital and Business Process Reengineering space.
• Strong analytical and problem-solving skills with an ability to translate business requirements into an execution framework.
• Excellent communication skills with the ability to articulate clearly to the various levels of the organization.

What We Offer You

• Competitive salary package.
• Strong emphasis on work-life balance and employee wellbeing.
• Access to world-class Learning & Development platforms for career growth.
• Generous annual leave and comprehensive Private Healthcare coverage.
• Preferential banking facilities for employees.

Why Join Us

At Emirates NBD Services, we aim to be the employer of choice by helping you unlock your true potential through the right opportunities. We are reimagining the future of work to ensure every employee thrives in an environment that promotes growth, upskilling, and the development of digital skills. Our goal is to empower our employees to build meaningful careers with experiences that shape their future and contribute to Emirates NBD's success. Regardless of your background, location, or preferences, we want every employee to feel connected and engaged as part of the Emirates NBD services team.