Manager - Customer Contact Services

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:

• Ensure that the team is exceeding customer expectations, contribute in the creation of use methods in order to reward, and implement consistently, recognise and drive the delivery of service excellence.
• Engage customers as stakeholders to develop a unique customer value proposition for the business and drive the delivery of this to all customers in alignment with the strategy, leading by example in order to create a customer centric environment and facilitating effective team and cross functional working to achieve business results.
• Achieve set targets in terms of service standards for the Contact Centre, succeed in attaining satisfactory Net Promotor Score (NPS) ratings, champion and propagate the expected service standards throughout the unit by performing model service delivery in all interactions with customers to ensure adherence to policy and process.
• Capitalise on the usage of digital/alternate channels like the Online Chat, Internet Banking, SMS Mobile Banking, Voice Biometrics, IVR system, Mobile Banking and ensure customers’ queries handled, taking appropriate steps to ensure that the marketing strategy is communicated with absolute clarity to all team members to follow, ensure customer satisfaction and error-free transactions by supporting and overseeing the activities of the frontline staff.
• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance.
• Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems.

The ideal candidate should have the following experience;

• At least 6 years of’ experience as a manager in a contact centre or in a customer service environment.
• Bachelor’s degree in Banking or business
• Customer service courses/diplomas
• Advanced MS Excel, Word, PowerPoint
• Customer focus and service excellence mindset
• Decision-making skills
• People management skills
• Risk management skills
• Analytical skills

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.