Role : Support & Quality Officer
Location : Abu Dhabi
Role Purpose:
To provide centralized operational support, quality assurance, and governance oversight for Wealth Centers (Priority & Wealth Coverage), ensuring efficient service delivery, regulatory compliance, risk control, and continuous process improvement across all bank channels.
Key Accountabilities of the role
Operational & Frontline Support
Support Priority/Wealth Centers frontline teams in resolving customer service and operational issues.
Coordinate with frontline to close pending cases, discrepancies, and remediation items.
Act as a focal point between Priority/Wealth Centers and internal stakeholders (GCD, ICD, HR, Operations, Legal, ORM, Retail Control, Training, etc.).
Guide and support new joiners by addressing inquiries throughout their onboarding journey.
Highlighting critical issue and recommending corrective action plan.
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Complaints & Critical Case Management
Coordinate resolution of VIP and critical customer cases to prevent escalation.
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Customer Segmentation, Upgrade & Retagging
Execute and validate all Upgrade, Downgrade, and Retagging requests across all bank channels.
Process single and bulk retagging requests (Priority, Wealth, Real Estate, Collections, Call Center).
Manage RM change requests and temporary staff upgrades.
Act as the main point of contact for segmentation-related inquiries.
Submit monthly upgrade and tracking reports to Management.
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Reporting, Systems & Process Improvement
Monitor daily account opening reports and follow up on pending branch actions.
Follow up on unarchived original files in BPM Centralized Account Opening.
Review and update Priority Banking and Wealth Coverage SOPs and SLAs.
Manage and enhance BPM, CRM Dynamics, CRM Next and other banks systems.
Design and implement process improvements to enhance efficiency and control.
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Governance, Risk & Compliance
Maintain and annually review Wealth Access Matrix, and Authority (Delegation) Matrix.
Manage RCSA, KRIs, risk issues, controls, and action plans.
Ensure compliance with FATCA, CRS, and ODD requirements.
Support ICD court cases and regulatory follow-ups.
Oversee SCA exam bookings, licensing issuance, and completion of CPD hours for all RMs.
Deliver orientation presentations on Priority Banking systems, requirements, and SCA documentation.
Ensure all Priority & Wealth staff sign the MBO (Measurement Business Objectives).
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Access Management & Training
Manage system access for new joiners and existing staff (activation, reactivation, troubleshooting).
Identify training needs and coordinate programs to enhance frontline performance.
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Other Duties
Perform any other responsibilities assigned by Head of Wealth Management.
Specialist Skills / Technical Knowledge Required for this role:
- Good knowledge of ADIB’s Retail Banking products & services and wealth management products and services
Broad knowledge of ADIB’s Retail Operational Policies & Procedures
Fair Knowledge of UAE banking practices, regulations & risks
Good Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities
General awareness of competitors in the local market
Fair knowledge of service standards
Training skills
Management Information skills
- Computer skill
Previous experience:
Minimum five (5) years’ experience in Retail Banking Products & Operations, in a banking or service industry environment
Hands-on experience in frontline banking operations, including customer onboarding, KYC documentation, and account maintenance in line with internal policies and UAE Central Bank regulations.
Experience in supporting wealth and retail banking activities, including coordination with Relationship Managers, handling investment-related documentation, and managing discrepancies and follow-ups with internal stakeholders.
Skills Required
- Minimum five (5) years experience in Retail Banking Products & Operations in a banking or service industry environment.
- Hands-on experience in frontline banking operations including customer onboarding, KYC documentation, and account maintenance aligned with UAE Central Bank regulations.
- Experience supporting wealth and retail banking activities, coordinating with Relationship Managers, handling investment-related documentation, and managing discrepancies and follow-ups.
- Good knowledge of ADIB's Retail Banking products & services and wealth management products & services.
- Broad knowledge of ADIB's Retail Operational Policies & Procedures.
- Fair knowledge of UAE banking practices, regulations and risks.
- Good knowledge of Anti-Money Laundering regulations issued by the UAE Central Bank and other regulatory authorities.
- Experience with governance, risk and compliance activities (RCSA, KRIs, controls, action plans; FATCA, CRS, ODD).
- Training skills and ability to identify training needs and coordinate programs.
- Management information skills, reporting and tracking (e.g., monthly upgrade tracking reports).
- Computer skills and experience managing/enhancing BPM, CRM Dynamics, CRM Next and other banking systems.
- Ability to manage system access for staff (activation, reactivation, troubleshooting) and support onboarding processes.
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.
