Service Hub Specialist

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

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.
• Prepare comprehensive reports on service performance, customer feedback and improvement suggestions.

The competencies required to undertake this role and the level at which performance would be assessed as being satisfactory are:

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

• 1.Internal Audit & ICD Comments - Provide support in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.
• 2.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:

• 1.Bachelor’s degree in business administration, Finance or related Field (preferred).
• 2.Minimum of 2-3 years of experience in the Banking industry, preferable in Customer service or operation.
• 3.Proficiency in banking systems and service platforms
• 4.Excellent communication and interpersonal skills.
• 5.Strong problem-solving and decision-making abilities.
• 6.High attention to detail and accuracy.
• 7.Adaptability to change and proactive attitude toward process improvement.
• 8.Proven ability to handle customers inquiries and escalation
• 9.Experience working collaboratively with cross-functional teams to achieve common goals.
• 10.Broad knowledge of ADIB’s Retail Banking financial products & services
• 11.Thorough knowledge of ADIB’s Retail Credit & Operational Policies & Procedures
• 12.Good Knowledge of UAE banking practices, regulations & risks
• 13.Thorough Knowledge of all the Regulations issued by Central Bank of UAE
• 14.General awareness of competitors in the local market
• 15.Management Information skills