Priority Capability & Development Manager

ADIB Group; Dubai; On-site; AED 279,000 - 469,000; Full time

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.

Skills

Bilingual Arabic-English

Customer service

Frontline management

Strong communication

MS Word & Excel

Tools

MS Word

MS Excel

Job description

Description

Role : Priority Capability & Development Manager

Location : Dubai

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

• 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