Service Hub Specialist

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

Role

Service Hub Specialist

Location

Abu Dhbai

Role Purpose

The Services Hub Specialist is responsible for ensuring the smooth and efficient delivery of services across multiple branches, acting as centralized point of contact for service-related inquired and operations. This role involves working closely with ROM, Branches, and other team members to ensure high-quality service delivery, customer satisfaction, and operational efficiency.

Key Accountabilities of the role

Service Delivery & Quality

• Ensure timely and accurate delivery of assigned services, meeting established quality and performance standards.
• The Service Hub will be managing services but not limited to:
  • Early Settlement from other Banks
  • Exit Relationship
  • Other services of the Branch will be added in the future based on the volume, team capacity and Management approval.
• Proactively identify and address potential service bottlenecks to maintain seamless service provision.

Customer Interaction & Issue Resolution

• Act as the primary point of contact for customers, handling inquiries, service requests and escalating with professionalism.
• Analyze and resolve service-related issues promptly, ensuring a positive customer experience.

Operational Coordination

• Collaborate with team members and other departments to ensure efficient service operations across multiple branches.
• Provide regular updates and feedback to the service Hub Team leader on service activities and operational improvement.

Data Management & Reporting

• Maintain accurate records of all daily and monthly activities, including service transactions and customer interactions.
• The competencies required to undertake this role and the level at which performance would be assessed as being satisfactory are:
  • Prepare comprehensive reports on service performance, customer feedback and improvement suggestions.

Customer Feedback & Service Improvement

• Collect and analyze customer feedback to identify service gaps and recommend enhancement to the branch development team
• Support the development and implementation of service improvement plans aimed at increasing customers satisfaction and loyalty

Adaptability and Continuous Improvement

• Demonstrate flexibility in adapting to process changes and new service allocation requirements.

Ad Hoc Assignment

• Undertake and complete any additional responsibilities or assignments entrusted by the line manager.

Results Required

• Internal Audit & ICD Comments - Provide support in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.
• Compliance of policies & procedures – Comply and perform Key operational controls as required in ADIB’s polices & procedures in day-to-day operations.

Specialist Skills / Technical Knowledge Required for this role

• Bachelor’s degree in business administration, Finance or related Field (preferred).
• 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 accuracy.
• Adaptability to change and proactive attitude toward process improvement.
• Proven ability to handle customers inquiries and escalation
• Experience working collaboratively with cross-functional teams to achieve common goals.
• Broad knowledge of ADIB’s Retail Banking financial products & services
• Thorough knowledge of ADIB’s Retail Credit & Operational Policies & Procedures
• Good Knowledge of UAE banking practices, regulations & risks
• Thorough Knowledge of all the Regulations issued by Central Bank of UAE
• General awareness of competitors in the local market
• Management Information skills