Branch Experience Manager — Service Excellence Lead

ADIB Group; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

ADIB Group in Abu Dhabi seeks a Customer Experience Manager to execute the CEG strategy across branches, elevating service standards and customer journeys. You will partner with area managers to embed customer excellence, monitor branch performance, and drive improvement actions on a daily basis.

The role requires travel across UAE, fluency in English, and a strong focus on front-line coaching, mystery shopper insights, and process optimization to deliver best-in-class banking service.

Qualifications

• Bachelor's degree required.
• Fluent in English.
• Customer-centric mentality.
• Familiarity with bank systems, products and services, especially in branches.
• Ability to multi-task / address many issues simultaneously.
• Team player.
• Willing to travel to all areas in UAE.
• Proficient in MS Office (Excel, PowerPoint, Word).

Responsibilities

• Support CEG Leadership team with customer experience strategic initiatives and AD HOC projects.
• Collaborate with CEG and area managers to improve customer experience across branches and provide implementation support.
• Monitor branch performance against ADIB service standards and identify gaps to drive improvements.
• Educate frontline staff on mystery shopper findings and service standards; solicit feedback and implement viable ideas.
• Investigate staff attitude complaints and provide reports with recommendations to CEG and area managers.
• Monitor wait times and customer feedback devices; propose action plans with management and drive execution.
• Visit branches to meet customers, report findings, and act as brand and CEG ambassador.
• Conduct Quality and Service training for new joiners in branches.

Skills

Customer Centric Mindset

Fluent English

Multi-tasking

Team player

MS Office

Bank systems knowledge

Willing to travel UAE

Service excellence

Education

Bachelor's degree

Tools

MS Office

Job description

ADIB Group in Abu Dhabi seeks a Customer Experience Manager to execute the CEG strategy across branches, elevating service standards and customer journeys. You will partner with area managers to embed customer excellence, monitor branch performance, and drive improvement actions on a daily basis.

The role requires travel across UAE, fluency in English, and a strong focus on front-line coaching, mystery shopper insights, and process optimization to deliver best-in-class banking service.