Priority Capability & Development Manager

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

Role : Priority Capability & Development Manager
Location : Abu Dhabi
Role Purpose:

• Enhancing the Priority Banking capabilities per role.
• Handling the customer service function to ensure the delivery of quality service to customers, and maintenance of operational controls and continuous improvement for customer service efficiency for the Gold Centers.
• Ensure Priority Gold Centers are meeting our high standards and customer expectations.

Key Accountabilities of the role
To control and manage all priority customer complaints received from Call Center, Gold Centres, and all other channels.

• Monitor RMs achievements VS target and provide required run rate with solutions on the capabilities of achievements.
• Provide suggestions on portfolio retagging and movements to enhance the RM capabilities.
• Ensure the achievement of the assigned monthly target with maximum productivity per RM within the assigned area.
• Ensure all Gold centers are meeting standards and equipped with functional technology (ATM, tv screens, IT equipment)
• Follow up with other departments for customer requests and complains.
• Monitor Mystery Shopper scoring and identify areas of improvement
• Work with priority staff to suggest ideas to help improve customer experience and facilitate their dealing with the bank
• Prospect new business opportunities within the main role of servicing customers.
• Monitors the teams’ overall performance then suggests possible steps to maximize their productivity.
• Helps in the assessment of the RMs skills and development needs & highlights areas that need improvement.

KEY PERFORMANCE INDICATORS:

• Delta change of Priority Banking per role Productivity
• Complaints are closed within the agreed TAT
• Gold Centers are meeting standards.
• Overall Profitability
• Customer satisfaction

Specialist Skills / Technical Knowledge Required for this role:

• Bilingual (Arabic & English)
• Working knowledge in customer service and frontline management.
• Strong communication skills.
• Good working knowledge of Microsoft Words & Excel.

Previous experience:
Six (6) years Banking Experience, Customer Facing (e.g. Front Office).