Priority Capability & Development Manager

ADIB Group; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

ADIB Group in Abu Dhabi is seeking a Priority Capability & Development Manager to lead enhancement of Priority Banking capabilities and drive frontline management excellence across Gold Centers.

You will oversee customer service delivery, manage priority customer complaints, monitor KPIs, and partner with RM teams to raise standards, productivity and overall customer experience.

Qualifications

• Bilingual Arabic and English required.
• Strong customer service and frontline management knowledge.
• Excellent communication skills with MS Word/Excel proficiency.

Responsibilities

• Control and manage all priority customer complaints from Call Center Gold Centres and other channels.
• Monitor RM achievements vs target and provide run rate solutions for capabilities.
• Suggest portfolio retagging and movements to enhance RM capabilities.
• Ensure monthly targets are met with maximum RM productivity.
• Ensure Gold centers meet standards and have functional technology.
• Coordinate with other departments for customer requests and complaints.
• Monitor Mystery Shopper scores and identify improvements.
• Work with priority staff to improve customer experience and service delivery.
• Prospect new business opportunities within servicing customers.
• Monitor team performance and propose steps to maximize productivity.
• Assist in assessing RM skills and development needs.

Skills

Bilingual Arabic/English

Frontline management

Customer service

Communication skills

Tools

Microsoft Word

Microsoft Excel

Job description

Description

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).

Required Experience:

Manager