Service HUB Specialist

ADIB Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading banking institution in the UAE is seeking a Service Hub Specialist to ensure the smooth delivery of services across multiple branches. The successful candidate will act as the central point of contact for service inquiries while enhancing customer satisfaction and operational efficiency. Required qualifications include a Bachelor's degree and 2-3 years of experience in the banking industry. Strong communication, problem-solving, and familiarity with banking systems are essential for this role.

Qualifications

• Minimum of 2-3 years of experience in the Banking industry, preferably in customer service or operations.
• Broad knowledge of ADIB’s Retail Banking financial products & services.
• Good knowledge of UAE banking practices, regulations & risks.

Responsibilities

• Ensure timely and accurate delivery of assigned services meeting established quality and performance standards.
• Act as the primary point of contact for customers, handling inquiries and service requests.
• Maintain accurate records of all daily and monthly activities and prepare comprehensive reports.

Skills

Excellent communication and interpersonal skills

Strong problem-solving and decision-making abilities

High attention to detail and accuracy

Adaptability to change and proactive attitude

Proficiency in banking systems and service platforms

Education

Bachelor’s degree in Business Administration, Finance or related field

Job description

Service Hub Specialist

Location: Dubai

Role Purpose

• The Services Hub Specialist is responsible for ensuring the smooth and efficient delivery of services across multiple branches, acting as a centralized point of contact for service‑related inquiries 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 manage services (not limited to):
  • Early Settlement from other Banks
  • Deceased
  • Court Orders
  • Retention
  • Collection
  • Exception User Access
  • Account Opening QC Remediation
  • SDL Overdue and Fees Management
  • DD Issuance
  • GL Financial Posting
  • Daily Reports
  • KYC/ODD Update
  • Exit Relationship
  • Other services of the Branch may be added in the future based on 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; 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 enhancements to the Branch Development Team; support the development and implementation of service improvement plans aimed at increasing customer 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: Assist with Internal Audit & ICD Comments—prepare detailed responses to internal audit and ICD comments relating to financial products and customer services; ensure compliance with policies & procedures—comply with and perform key operational controls as required in ADIB’s policies & procedures in day‑to‑day operations.

Qualification 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 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.
• Proven ability to handle customer 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 regulations issued by the Central Bank of UAE.
• General awareness of competitors in the local market.
• Management information skills.

This position is for UAE Nationals only.