Head - Digital SME Tribe

Head - Digital SME Tribe

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

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. We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Digital SME Onboarding Strategy -Lead the execution of all digital projects, channels and platforms serving SME customers within the Retail Banking operating model, providing end-to-end oversight of the development and continuous optimization of digital SME assets and solutions to accelerate acquisition, enable product innovation, increase engagement, improve cost efficiency and support sustainable SME revenue growth in line with strategic objectives. Formulate and deliver a coherent digital acquisition and onboarding strategy across web, mobile and partner ecosystems, ensuring strong linkage between SME growth priorities, measurable conversion outcomes and operational delivery. Drive continuous optimization of SME acquisition and onboarding funnels through disciplined, data led experimentation and analytics, while ensuring journeys remain customer centric, scalable, compliant and aligned with ADCB brand and service standards
• Digital SME Tribe Leadership and Roadmap - Lead the Digital SME Tribe by setting clear strategic direction, defining and owning the Digital SME roadmap and managing cross functional squads to ensure disciplined, high quality delivery of digital initiatives aligned to SME priorities. Provide leadership to hybrid business, technology and data teams by clarifying decision rights, accountabilities and delivery ownership to enable effective prioritization and execution. Coordinate closely with other tribes, business units and enabling functions to manage dependencies, align delivery plans and ensure Digital SME initiatives are integrated seamlessly within the wider Retail Banking ecosystem, supported by robust governance, transparent reporting and effective performance management.
• Digital SME Design and User Experience - Lead the development and implementation of an SME focused ecosystem and omni channel customer experience strategy, designing end to end digital journeys that address both financial and non-financial SME needs across acquisition, onboarding, servicing and engagement. Ensure SME digital experiences are intuitive, consistent and scalable by embedding customer centric design principles, usability standards and journey level performance measurement. Lead the adoption and application of digital visual and experience standards within the Digital SME Tribe to ensure consistency, accessibility and compliance with ADCB brand guidelines, service standards and regulatory expectations across all SME digital platforms
• Agile Governance and Data Optimization- Implement and embed agile governance frameworks within the Digital SME Tribe to drive delivery speed, quality, transparency and accountability, ensuring initiatives are prioritized effectively and risks are managed proactively. Leverage data, performance metrics and behavioral analytics to continuously optimize platform performance, customer journeys and acquisition funnels, including root cause analysis and benefits tracking against agreed KPIs. Ensure all Digital SME activities comply with regulatory requirements, ADCB’s risk appetite, cybersecurity standards and internal policies by embedding strong controls, assurance mechanisms and governance oversight that support safe, compliant and sustainable digital SME growth
• People Management- Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize 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 maximize overall performance, engagement and motivation
• Budget Management- 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 capitalized upon
• Policies, Processes, Systems and Procedures- 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
• Continuous Improvement- Identify opportunities to contribute to organizational and departmental change initiatives, programmes and projects taking into account best practice and standards in the business environment
• Customer Service- 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 in digital transformation, product delivery, business operations or technology within banking or financial services, including a minimum of 5 years in a leadership or management role with accountability for cross‑functional delivery and stakeholder management
• Bachelor’s Degree in Computer Science, Information Technology, Business Management or related discipline
• SME Banking Products and Customer Needs
• Digital Transformation, Platform Delivery, Agile Delivery and Governance
• Technology Implementation, Emerging Trends, Service Design and User Experience
• Change Management and Organizational Development
• Data Analytics and Problem‑Solving
• Insight‑Driven Decision Making, Organizational and Project Management
• Strategic Planning, Financial Acumen, Risk and Compliance Awareness
• Leadership, Stakeholder Management, People Development and Team Leadership

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.