Priority Banking Capability & Development Lead

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 300,000 - 540,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi seeks a Priority Capability & Development Manager to enhance Priority Banking capabilities and oversee customer service for Gold Centers. The role focuses on delivering quality service, maintaining operational controls, and driving continuous improvement across channels.

The ideal candidate will have six years of banking experience in customer-facing roles, be bilingual in Arabic and English, and possess strong communication skills plus proficiency

Qualifications

• Six years banking experience in customer-facing roles.
• Bilingual Arabic & English required.
• Strong communication skills.
• Proficient with MS Word & Excel.

Responsibilities

• Manage all priority customer complaints from Call Center, Gold Centres, and other channels.
• Monitor RMs’ performance vs targets and provide run-rate solutions for capability improvements.
• Suggest portfolio retagging and movements to enhance RM capabilities.
• Ensure monthly targets are met with maximum RM productivity within the area.
• Ensure Gold Centres meet standards and are equipped with functional technology (ATM, screens, IT equipment).
• Coordinate with other departments for customer requests and complaints and monitor Mystery Shopper scores.

Skills

Bilingual Arabic-English

Frontline customer service

Strong communication

Frontline management

Tools

Microsoft Word

Microsoft Excel

Job description

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi seeks a Priority Capability & Development Manager to enhance Priority Banking capabilities and oversee customer service for Gold Centers. The role focuses on delivering quality service, maintaining operational controls, and driving continuous improvement across channels.

The ideal candidate will have six years of banking experience in customer-facing roles, be bilingual in Arabic and English, and possess strong communication skills plus proficiency