Manager - Customer Contact Services

Abu Dhabi Commercial Bank; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A prominent financial institution is seeking a Manager in Customer Contact Services to lead client engagement and enhance service delivery. The ideal candidate will have a Bachelor's degree in Accounting or Finance, 6 years of banking experience in a sales and service environment, and strong analytical skills. Responsibilities include managing client services, resolving queries, and training clients on digital solutions. This role champions customer centricity and aims for outstanding service quality in all interactions.

Qualifications

• At least 6 years of experience in Banking working in sales and service environment for a financial institution.
• Experience in Trade Operations or services is preferred.
• Ability to manage client queries and financial transactions efficiently.

Responsibilities

• Manage end-to-end client services for assigned Group Business Services clients.
• Ensure client queries are resolved within agreed turnaround times.
• Conduct training sessions with clients on using digital channels effectively.

Skills

Customer centricity

Analytical skills

Proficiency in Microsoft Office

Knowledge of core Banking

Education

Bachelor’s degree in Accounting or Finance or equivalent

Job description

Manager - Customer Contact Services (UAE National Only)

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

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

In this role, your key responsibilities include

• Manage the provision of the end-to-end client services to assigned Group Business Services (GBS) clients, providing management support to the coverage teams to ensure optimum efficiency and client engagement in-line with the ADCB Corporate Identity and Service Standards.
• Manage the responses provided to client queries and complete financial/trade related transactions, as applicable, for clients within agreed turnaround times (TATs) to ensure the service provided is in line with service quality standards and Bank policies and procedures.
• Manage the advice, guidance and encouragement provided to clients to use various digital and self-service channels in order to increase.
• Manage the support provided to the coverage teams required to ensure the client experience is well managed in order to achieve a positive feedback on the clients experience with ADCB.
• Resolve issues related to alternative channels offered to clients (Cash Management or Trade as applicable).
• Undertake training sessions with the clients in order to propose the best solution to meet their needs and to ensure efficient use of the channels.
• Coordinate and consolidate internal reports in order to support assigned business area in preparation for meetings.
• Manage himself and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance.
• Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems.
• Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.
• Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the Bank’s standards.
• Deliver the Bank’s required levels of service in all internal and external customer interactions.

The ideal candidate should have the following experience

• Bachelor’s degree in Accounting or Finance or equivalent.
• At least 6 years of experience in Banking working in sales and service environment for a financial institution or Trade Operations or services.
• Customer centricity.
• Proficiency in Microsoft Office (Word, Excel and PowerPoint).
• Knowledge of core Banking.
• Analytical skills.
• Accelerate Growth.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.