First Abu Dhabi Bank
Principal Lead - Customer Lifecycle & KYC Management
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 15 - 20 yrs
Job expiry date: 26/01/2026
Job overview
Date posted
12/12/2025
Location
Abu Dhabi, United Arab Emirates
Salary
AED 40,000 - 50,000 per month
Compensation
Comprehensive package + relocation
Experience
15 - 20 yrs
Seniority
Senior Manager
Qualification
Bachelors degree
Expiration date
26/01/2026
Job description
The role is a strategic leadership position responsible for defining, executing, and continually optimizing customer onboarding, CRM, and KYC management across Wholesale and Retail Banking. It drives CRM strategy alignment across marketing, sales, and service, ensuring customer-centric growth and regulatory compliance with AML, FATF, Central Bank rules, and GDPR. The mandate spans CRM architecture, onboarding platform development using .NET, C#, React, microservices, API-first design, and adoption of CI/CD and containerization. The role leads the integration of CRM platforms such as Salesforce, MS Dynamics, and SAP CRM with enterprise systems including ERP and marketing automation. The position leverages AI, ML, and Agentic AI to deliver intelligent onboarding workflows, applying advanced technologies for identity verification, fraud detection, document classification, and risk scoring. It collaborates with Data Science teams to build predictive models that reduce drop-offs, enhance efficiency, and ensure ethical and compliant AI operation. Responsibilities include managing KPI frameworks, ensuring data integrity and privacy, supporting regulatory audits, leading vendor management, enforcing governance, and ensuring continuous system improvement. The role provides subject matter expertise on complex onboarding and KYC cases and drives enterprise-wide CRM adoption, digital transformation, and operational excellence.
Required skills
Key responsibilities
- Define and execute onboarding and KYC strategy aligned with AML, FATF, and Central Bank regulatory requirements.
- Lead CRM strategy across marketing, sales, and service to strengthen customer-centric growth.
- Drive innovation, accountability, and continuous improvement across onboarding and CRM functions.
- Spearhead Agile delivery teams to implement digital onboarding solutions and CRM enhancements.
- Oversee CRM upgrades, integrations, feature rollouts, and cross-platform interoperability.
- Collaborate with Technology, Compliance, Operations, and Business teams to deliver seamless customer journeys.
- Establish and monitor KPIs for onboarding, compliance, customer satisfaction, CRM usage, retention, and conversions.
- Analyze onboarding and CRM data to generate insights for strategic decision-making.
- Serve as the escalation point for onboarding, KYC, and CRM-related issues.
- Ensure CRM and onboarding platforms comply with GDPR and data security standards.
- Manage vendor and technology partner relationships for scalable solution delivery.
- Provide subject matter expertise for complex onboarding and KYC cases.
- Identify and implement process improvements to reduce turnaround times and enhance experience.
- Lead CRM architecture, configuration, and integration using Salesforce, MS Dynamics, and SAP CRM.
- Oversee onboarding platform development using .NET, C#, React, and microservices.
- Drive CI/CD pipeline implementation, containerization, and API-first architectures.
- Leverage AI/ML for identity verification, fraud detection, document classification, and risk scoring.
- Implement Agentic AI to enable autonomous onboarding workflows with adaptive behavior handling.
- Collaborate with Data Science teams to build predictive models enhancing efficiency and reducing drop-offs.
- Monitor AI systems for bias, accuracy, and regulatory compliance.
- Identify and pilot digital solutions improving onboarding and CRM touchpoints.
Experience & skills
- Possess a Bachelor’s or Master’s degree in Business, Finance, Technology, or a related field.
- Have a minimum of 15 years of banking experience with strong exposure to Wholesale Banking CRM, onboarding, and KYC.
- Demonstrate proven expertise in Agile practices and methodologies.
- Show strong technical capability in designing and implementing technology-driven solutions.
- Exhibit excellent communication and presentation skills for explaining complex use cases.
- Possess deep knowledge of CRM, KYC, and onboarding regulatory frameworks including AML, FATF, and data privacy regulations.
- Have experience leading cross-functional teams and managing large-scale transformation initiatives.
- Demonstrate strategic thinking and execution leadership.
- Possess deep understanding of KYC and AML regulations.
- Exhibit strong stakeholder management and communication capability.
- Apply analytical skills with a strong focus on process improvement.
