Team Leader - Customer Contact Services (UAE National Only)

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 area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our 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:

• Oversee the respond provided to client queries and complete financial/trade related transactions, as applicable, for clients within agreed turnaround times (TATs) to ensure service provided is in line with service quality standards and Bank policies and procedures.
• Review and assess the advice, guidance and encouragement of clients to use various digital and self-service channels in order to increase utilization rate.
• Oversee the provision of the coverage teams with the support needed to ensure the client experience is well managed in order to achieve positive feedback on the clients experience with ADCB.
• Resolve issues related to alternative channels offered to clients (Cash Management or Trade as applicable), undertake training sessions with the clients in order to propose the best solution to meet their needs and to ensure efficient use of the channels.
• Coordinate and consolidate internal reports in order to support assigned business area in preparation for meetings.

The ideal candidate should have the following experience:

• At least 4 years of experience in Banking working in sales and service environment for a financial institution or Trade Operations or services
• Bachelor's Degree in Business, Accounting or Finance or equivalent
• Customer Certainty
• Proficiency in Microsoft Office (Word; Excel and PowerPoint)
• Knowledge of core Banking systems
• Customer Service Orientation
• Analytical skills Accelerate Growth Drive Performance
• Communicate and Collaborate

What we offer:

Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.