Role : Priority Capability & Development Manager
Location : Abu Dhabi
Role Purpose:
- Enhancing the Priority Banking capabilities per role.
- Handling the customer service function to ensure the delivery of quality service to customers, and maintenance of operational controls and continuous improvement for customer service efficiency for the Gold Centers.
- Ensure Priority Gold Centers are meeting our high standards and customer expectations.
Key Accountabilities of the role
To control and manage all priority customer complaints received from Call Center, Gold Centres, and all other channels.
- Monitor RMs achievements VS target and provide required run rate with solutions on the capabilities of achievements.
- Provide suggestions on portfolio retagging and movements to enhance the RM capabilities.
- Ensure the achievement of the assigned monthly target with maximum productivity per RM within the assigned area.
- Ensure all Gold centers are meeting standards and equipped with functional technology (ATM, tv screens, IT equipment)
- Follow up with other departments for customer requests and complains.
- Monitor Mystery Shopper scoring and identify areas of improvement
- Work with priority staff to suggest ideas to help improve customer experience and facilitate their dealing with the bank
- Prospect new business opportunities within the main role of servicing customers.
- Monitors the teams’ overall performance then suggests possible steps to maximize their productivity.
- Helps in the assessment of the RMs skills and development needs & highlights areas that need improvement.
KEY PERFORMANCE INDICATORS:
- Delta change of Priority Banking per role Productivity
- Complaints are closed within the agreed TAT
- Gold Centers are meeting standards.
- Overall Profitability
- Customer satisfaction
Specialist Skills / Technical Knowledge Required for this role:
- Bilingual (Arabic & English)
- Working knowledge in customer service and frontline management.
- Strong communication skills.
- Good working knowledge of Microsoft Words & Excel.
Previous experience:
Six (6) years Banking Experience, Customer Facing (e.g. Front Office).
Skills Required
- Bilingual proficiency in Arabic and English
- Working knowledge of customer service and frontline management
- Strong communication skills
- Good working knowledge of Microsoft Word and Excel
- Six years of banking experience in a customer-facing role, such as front office
What We Do
Abu Dhabi Islamic Bank, A Public Joint Stock Company, is a leading Islamic bank headquartered and listed in Abu Dhabi- UAE with a purpose of being a lifelong partner for customers, colleagues and community. Over the last two decades, ADIB has demonstrated a consistent track record of growth with assets now totaling USD 34 billion. The bank currently serves more than 1 million customers through a balanced proposition that combines a highly-personalized customer experience with world-class digital banking services. ADIB is a full-fledged financial service provider that offers banking solutions for individuals, corporates and affluent customers. In addition, the wider ADIB Group provides brokerage, real estate and property management, payments and insurance services. ADIB has one of the largest distribution networks in the UAE with more than 60 branches. Internationally, the bank has a presence in six strategic markets - Egypt, , the Kingdom of Saudi Arabia, the United Kingdom, Qatar, Sudan and Iraq.
