Priority Banking Capability & Development Lead

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; Sur place; AED 240 000 - 480 000; Plein temps

Résumé du poste

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi is seeking a Priority Capability & Development Manager to elevate Priority Banking capabilities and oversee customer service quality at Gold Centers. The role focuses on ensuring high standards and efficient operations across customer touchpoints.

Responsibilities include handling priority complaints, monitoring RM performance, and ensuring centers have working technology. Strong bilingual communication and frontline banking experience are essential.

Qualifications

• Bilingual in Arabic and English.
• Experience in customer service and frontline management.
• Strong communication skills and ability to lead teams.
• Proficient with Microsoft Word and Excel.

Responsabilités

• Control and manage all priority customer complaints from Call Center, Gold Centres and other channels.
• Monitor RM achievements vs targets and provide run-rate solutions for capability improvements.
• Ensure monthly targets are achieved with maximum RM productivity in the area.
• Verify Gold centers have standard operations and functional IT equipment (ATM, screens, IT).
• Coordinate with other departments for customer requests and complaints.
• Monitor Mystery Shopper scores and identify improvement areas.
• Collaborate with priority staff to enhance customer experience and banking interactions.
• Prospect new business opportunities while servicing customers.
• Oversee team performance and identify steps to maximize productivity.
• Assist in evaluating RM skills and development needs.

Connaissances

Bilingual Arabic & English

Customer service management

Strong communication skills

Microsoft Word

Microsoft Excel

Outils

Microsoft Word

Microsoft Excel

Description du poste

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi is seeking a Priority Capability & Development Manager to elevate Priority Banking capabilities and oversee customer service quality at Gold Centers. The role focuses on ensuring high standards and efficient operations across customer touchpoints.

Responsibilities include handling priority complaints, monitoring RM performance, and ensuring centers have working technology. Strong bilingual communication and frontline banking experience are essential.