Priority Banking Capability & Development Lead

ADIB Group

Dubai

On-site

AED 279,000 - 469,000

Full time

14 days+

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Job summary

ADIB Group in Dubai invites an experienced Priority Capability & Development Manager to lead and enhance Priority Banking capabilities across centers. You will oversee customer service delivery, maintain strong controls, and drive continuous improvement to meet high standards for Gold Centers.

You will monitor RM performance against targets, propose portfolio adjustments, and ensure monthly goals are achieved with maximum productivity.

Qualifications

Bilingual Arabic and English required.
Experience in customer service and frontline management in banking is preferred.
Strong communication skills are essential for coordinating with RMs and departments.
Proficiency in MS Word and Excel for reporting and analysis.

Responsibilities

Monitor RM performance against targets and provide run-rate solutions for capability gaps.
Suggest portfolio retagging and movements to enhance RM capabilities.
Ensure monthly target achievement with maximum RM productivity in the assigned area.
Ensure all Gold Centers meet standards and are equipped with functional technology (ATM/TV screens/IT equipment).
Coordinate with other departments for customer requests and complaints.
Monitor Mystery Shopper scoring and identify areas for improvement.
Collaborate with priority staff to improve customer experience.
Prospect new business opportunities within the role of servicing customers.
Track team performance and recommend steps to maximize productivity.
Assist in assessing RM skills and development needs and highlight areas for improvement.