Service Hub Lead: Banking Ops & Customer Care

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 70,000 - 100,000; Full time

Job summary

Abu Dhabi Islamic Bank seeks a Service Hub Specialist to ensure smooth service delivery across branches, acting as the main contact for inquiries and coordinating with ROM and teams. The role emphasizes delivering high-quality services, resolving issues promptly, and maintaining thorough records.

The position requires banking experience, strong communication, and a proactive approach to process improvements, with collaboration across departments to enhance customer satisfaction and efficiency.

Qualifications

• Bachelor’s degree in business administration, Finance or related Field.
• Minimum of 2-3 years of experience in the Banking industry, preferably in Customer service or operation.
• Proficiency in banking systems and service platforms.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• High attention to detail and adaptability to change.
• Proven ability to handle customers inquiries and escalation.
• Experience working with cross-functional teams to achieve goals.
• Knowledge of ADIB’s retail banking products and services and related policies.
• Knowledge of UAE banking regulations and Central Bank guidelines.

Responsibilities

• Ensure timely and accurate delivery of assigned services, meeting quality standards.
• Act as the primary point of contact for customers, handling inquiries and service requests.
• Collaborate with ROM, branches and teams to ensure efficient service operations across multiple branches.
• Provide regular updates and feedback on service activities and improvements.
• Maintain accurate records of daily and monthly activities and generate reports on performance.
• Collect and analyze customer feedback to identify service gaps and improvements.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Education

Bachelor’s degree in business administration, Finance or related Field

Tools

Banking systems

Service platforms

Job description

Abu Dhabi Islamic Bank seeks a Service Hub Specialist to ensure smooth service delivery across branches, acting as the main contact for inquiries and coordinating with ROM and teams. The role emphasizes delivering high-quality services, resolving issues promptly, and maintaining thorough records.

The position requires banking experience, strong communication, and a proactive approach to process improvements, with collaboration across departments to enhance customer satisfaction and efficiency.