Manager - Retail Banking and Enablement- Retail BankingEmbark 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:-The 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 end to end implementation of employee related projects/initiatives for assigned area (for example: recruitment, training and development, incentives/rewards), identifying delays and reporting on progress in order to drive employee engagement and performance as part of the overall Retail Banking people management strategy and plan
• Manage the delivery of training sessions to the team members by the HR-Learning and organisational Development (HR_L&OD) team in order to develop the right skills and attitude for service and increase awareness of service standards and guidelines within the division
• Conduct data sources and analysis of performance/productivity metrics against agreed Key Performance Indicators (KPIs), assess capacity and resource planning data, reviewing and approving recommend areas for improvement and highlight successes/issues in order to increase performance and effectiveness
• 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 performance
• Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.
• Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the Banks standards
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Banks required levels of service in all internal and external customer interactions.

SkillsThe ideal candidate should have the following experience

• Bachelors Degree in Business Administration
• Familiarity with HR concepts; policies and procedures
• Working knowledge of front end sales and service KPIs
• Banking products/services and operations knowledge
• Customer service audit, investigation and service recovery
• Data Analysis skills and Project management skills

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