Team Leader - Customer Contact Services

Abu Dhabi Commercial Bank; United Arab Emirates; On-site; AED 150,000 - 200,000; Full time

Job summary

A leading banking institution in the UAE is seeking a Team Leader for Customer Contact Services. This role focuses on managing client services, overseeing client interactions, and ensuring a high level of customer satisfaction. Candidates should have at least 4 years of banking experience and a Bachelor's degree in a relevant field. Proficiency in Microsoft Office and strong analytical skills are essential.

Qualifications

• 4+ years of experience in Banking within a sales and service environment.
• Strong understanding of core banking systems.
• Ability to manage client relationships effectively.

Responsibilities

• Manage client services for assigned Group Business Services (GBS).
• Oversee responses to client queries and transactions.
• Coordinate internal reports and support the assigned business area.

Skills

Customer centricity

Proficiency in Microsoft Office

Analytical skills

Communication and Collaboration

Relationship Building

Education

Bachelor’s Degree in Business, Accounting or Finance

Job description

Overview

Team Leader - Customer Contact Services (UAE National Only)

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

Responsibilities

• manage the provision of the end-to-end client services to assigned Group Business Services (GBS) clients providing support to the coverage teams to ensure optimum efficiency and client engagement in-line with the ADCB Corporate Identity and Service Standards.
• Oversee the respond provided to client queries and complete financial/trade related transactions, as applicable, for clients within agreed turnaround times (TATs) to ensure service provided is in line with service quality standards and Bank policies and procedures
• Review and assess the advice, guidance and encouragement of clients to use various digital and self-service channels in order to increase
• Oversee the provision of the coverage teams with the support needed to ensure the client experience is well managed in order to achieve a positive feedback on the clients experience with ADCB.
• Resolve issues related to alternative channels offered to clients (Cash Management or Trade as applicable),
• undertake training sessions with the clients in order to propose the best solution to meet their needs and to ensure efficient use of the channels.
• Coordinate and consolidate internal reports in order to support assigned business area in preparation for meetings.
• Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.
• Manage self in line with the Bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance.
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions.

Qualifications

• Bachelor’s Degree in Business, Accounting or Finance or equivalent.
• At least 4 years of experience in Banking working in sales and service environment for a financial institution.
• Customer centricity
• Proficiency in Microsoft Office (Word; Excel and PowerPoint)
• Knowledge of core Banking systems Customer service orientation
• Analytical skills
• Accelerate Growth
• Drive Performance
• Communicate and Collaborate
• Build Relationships

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions