JOB DESCRIPTION
Role: Service Hub Specialist
Location: Dubai
Role Purpose:
- The Services Hub Specialist is responsible for ensuring the smooth and efficient delivery of services across multiple branches, acting as centralized point of contact for service-related inquiries and operations.
- This role involves working closely with ROM, Branches, and other team members to ensure high-quality service delivery, customer satisfaction, and operational efficiency.
Key accountabilities of the role:
Service Delivery & Quality:
- Ensure timely and accurate delivery of assigned services, meeting established quality and performance standards.
The Service Hub will be managing services but not limited to:
- Early Settlement from other Banks
- Deceased
- Court Orders
- Retention
- Collection
- Exception User Access
- Account Opening QC Remediation
- SDL Overdue and Fees Management
- DD Issuance
- GL Financial Posting
- Daily Reports
- KYC/ODD Update
- Exit Relationship
- Other services of the Branch will be added in the future based on the volume, team capacity and Management approval.
- Proactively identify and address potential service bottlenecks to maintain seamless service provision.
Customer Interaction & Issue Resolution:
- Act as the primary point of contact for customers, handling inquiries, service requests and escalating with professionalism.
- Analyze and resolve service-related issues promptly, ensuring a positive customer experience.
Operational Coordination:
- Collaborate with team members and other departments to ensure efficient service operations across multiple branches.
- Provide regular updates and feedback to the service Hub Team leader on service activities and operational improvement.
Data Management & Reporting:
- Maintain accurate records of all daily and monthly activities, including service transactions and customer interactions.
- Prepare comprehensive reports on service performance, customer feedback and improvement suggestions.
Customer Feedback & Service Improvement:
- Collect and analyze customer feedback to identify service gaps and recommend enhancement to the branch development team
- Support the development and implementation of service improvement plans aimed at increasing customers satisfaction and loyalty
Adaptability and Continuous Improvement:
- Demonstrate flexibility in adapting to process changes and new service allocation requirements.
Ad Hoc Assignment:
- Undertake and complete any additional responsibilities or assignments entrusted by the line manager.
Results required:
- Internal Audit & ICD Comments - Provide support in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.
- Compliance of policies & procedures - Comply and perform Key operational controls as required in ADIB's polices & procedures in day-to-day operations.
Qualification, skills / technical knowledge required for this role:
- Bachelor's degree in business administration, finance or related field (preferred).
- Minimum of 2-3 years of experience in the Banking industry, preferably in customer service or operation.
- Proficiency in banking systems and service platforms
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- High attention to detail and accuracy.
- Adaptability to change and proactive attitude toward process improvement.
- Proven ability to handle customers inquiries and escalation
- Experience working collaboratively with cross-functional teams to achieve common goals.
- Broad knowledge of ADIB's Retail Banking financial products & services
- Thorough knowledge of ADIB's Retail Credit & Operational Policies & Procedures
- Good Knowledge of UAE banking practices, regulations & risks
- Thorough knowledge of all the regulations issued by Central Bank of UAE
- General awareness of competitors in the local market
- Management information skills
This position is for UAE Nationals only.
