Job description

The Senior Manager – RBWM Performance & Partnership role supports driving operational performance, process efficiency, workforce effectiveness, and service quality across retail banking operations in international markets. The position focuses on improving cost efficiency, productivity, and operational outcomes while maintaining alignment with the Group’s operational strategy and transformation agenda. A core mandate is to build, strengthen, and sustain partnerships between international retail operations and business stakeholders to ensure delivery excellence and support business growth objectives. The role operates within the COO International structure, which oversees operational strategy, customer experience, and property management across international markets, aligning International COO functions with Group standards, operational excellence principles, and efficient execution of business priorities. The function supports Emirates NBD Group COO and Group CHRO in governance development, robust operational risk management, and the execution of COO International strategic programmes and key initiatives aligned with the Bank’s vision and operational aspirations. The role assesses multi-market operational performance, identifies improvement levers, coordinates performance improvement initiatives, drives process simplification and standardization across countries, supports workforce planning and resourcing, collaborates with transformation teams on scalable operating models, prepares management reporting and insights, and works closely with operational risk partners to strengthen controls and embed a strong risk awareness culture across retail operations.