Principal Lead- Customer Lifecycle & KYC Management First Abu Dhabi Bank FAB

KEY ACCOUNTABILITIES:

• Define and execute the onboarding and KYC strategy for Wholesale Banking, ensuring alignment with regulatory requirements (AML, FATF, Central Bank guidelines) and business objectives.
• Lead the CRM strategy across marketing, sales, and service functions to drive customer-centric growth and enhance relationship management.
• Foster a culture of accountability, innovation, and continuous improvement across onboarding and CRM initiatives.

Digital Transformation & Agile Delivery

• Spearhead cross-functional Agile teams to deliver digital, automated onboarding solutions and CRM enhancements.
• Oversee CRM program planning, execution, and delivery, including upgrades, integrations, and new feature rollouts.
• Collaborate with Technology, Compliance, Operations, and Business teams to ensure seamless customer journeys and system interoperability.

Performance Monitoring & Data-Driven Insights

• Establish and monitor KPIs for onboarding efficiency, compliance, customer satisfaction, CRM effectiveness, retention, and conversion rates.
• Analyze onboarding and CRM data to generate actionable insights and inform strategic decision-making.

Stakeholder Engagement & Governance

• Act as the primary point of contact for onboarding, KYC, and CRM-related issues and escalations.
• Ensure CRM systems and onboarding processes comply with data privacy regulations (e.g., GDPR) and maintain data integrity and security.
• Manage relationships with external vendors and technology partners to deliver scalable and compliant solutions.

Operational Excellence

• Provide subject matter expertise on complex onboarding and KYC cases.
• Identify and implement process improvements to reduce turnaround times and enhance customer experience

Specific Accountability

• Lead architecture, configuration, and integration of CRM platforms (Salesforce, MS Dynamics, SAP CRM) with enterprise systems (ERP, marketing automation).
• Oversee onboarding platform development using .NET, C#, React, and microservices architecture, ensuring secure, scalable, and responsive solutions.
• Drive adoption of CI/CD pipelines, containerization, and API-first design for agile delivery and performance optimization.

• Leverage AI/ML for identity verification, fraud detection, document classification, and risk scoring.
• Implement Agentic AI systems to orchestrate autonomous onboarding workflows that adapt to customer behavior and escalate exceptions intelligently.
• Collaborate with Data Science teams to build predictive models that reduce drop-offs and enhance onboarding efficiency.
• Monitor AI systems for bias, accuracy, and compliance with ethical and regulatory standards.

• Identify and pilot digital solutions to enhance customer experience across onboarding and CRM touchpoints.
• Translate complex onboarding and KYC use cases into actionable solutions for business stakeholders.
• Continuously improve processes to reduce turnaround times and elevate customer satisfaction.

• Lead CRM and onboarding program planning, execution, and delivery, including platform evaluations and vendor management.
• Manage relationships with external technology partners, consultants, and solution providers to ensure strategic alignment and delivery excellence.

• Develop training programs and promote CRM adoption and best practices across departments.
• Ensure data integrity, privacy (e.g., GDPR), and security across CRM and onboarding platforms.
• Support regulatory audits and compliance reviews with robust documentation and subject matter expertise.