Service Hub Lead - Banking Operations & CX

Abu Dhabi Islamic Bank; United Arab Emirates; On-site; AED 134,000 - 201,000; Full time

Job summary

Abu Dhabi Islamic Bank is seeking a Service Hub Specialist to ensure smooth delivery of services across branches. You will act as the central contact for service inquiries, coordinate with ROM and teams, and analyze service performance to drive improvements.

The role requires a banking background, strong communication, and problem-solving abilities, with attention to detail and adaptability to change. Join a dynamic banking environment in the UAE.

Qualifications

• Bachelor’s degree in business administration, finance or related field.
• 2–3 years of experience in banking, preferably in customer service or operations.
• Proficiency in banking systems and service platforms.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• High attention to detail and accuracy.
• Adaptability to change and proactive attitude toward process improvement.
• Experience handling customer inquiries and escalations.
• Experience working with cross-functional teams.
• Knowledge of ADIB Retail Banking products and services.
• Knowledge of ADIB Retail Credit & Operational Policies & Procedures.
• Knowledge of UAE banking practices, regulations & risks.
• Knowledge of Central Bank of UAE regulations.
• Awareness of local market competitors.
• Management Information skills

Responsibilities

• Serve as centralized point of contact for service-related inquiries across branches.
• Ensure timely, accurate delivery of services meeting quality standards.
• Resolve service issues promptly to maintain customer satisfaction.
• Coordinate with ROM, branches and other departments for efficient operations.
• Maintain records of daily/monthly service activities and transactions.
• Prepare reports on service performance and feedback.
• Support service improvement plans and actions.
• Assist in internal audits and compliance with policies.

Skills

Communication

Interpersonal skills

Problem solving

Attention to detail

Adaptability

Process improvement

Cross-functional collaboration

Management information

Customer escalation

Banking knowledge

Education

Bachelor’s degree in business, finance, or related field

Tools

Banking systems

Job description

Abu Dhabi Islamic Bank is seeking a Service Hub Specialist to ensure smooth delivery of services across branches. You will act as the central contact for service inquiries, coordinate with ROM and teams, and analyze service performance to drive improvements.

The role requires a banking background, strong communication, and problem-solving abilities, with attention to detail and adaptability to change. Join a dynamic banking environment in the UAE.