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 areaThe Retail Banking Group (RBG) supports retail and micro-business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shariah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service.We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.In this role, your key responsibilities include:- Manage the Customer assistance experience, supporting customers in their understanding and navigation through the Qmatic system to ensure they are guided successfully enabling them to utilise the machine successfully- Supervise the day-to-day activities on the floor, monitoring the activity of the service ambassadors to ensure that all policies, standards and SOPs are applied properly providing service and business continuity- Oversee Branch personnel, establishing performance benchmarks for identifying solutions to address a diverse spectrum of client needs. Also, to oversee all customer inquiries and service requests are handled by the concerned staff and line manager to ensure that are fulfilled in the accordance with the highest standard of service excellence and quality- Manage self and team in line with ADCBs people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performanceSkillsThe ideal candidate should have the following experience:- At least 5 years of Bank Operations experience- Bachelors Degree in Finance, Accounting or relevant field- Leadership and people and team management skills- Service excellence mindset and skills- Ability to continuously improve process and imagine customer journeys- Risk management and Regulatory compliance skills- Problem solving and negotiation and conflict resolution skills- Strategic planning and data analysis skillsAt ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.

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