Team Leader - 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

Itmam, a wholly-owned subsidiary, provides banking operational and processing services to all Group sectors, including lending, wealth management, and ATM services. Integrated into the Group Business Services  (GBS) organisational structure, Itmam operates under its own Board of Directors, comprising Group executive staff members. Its structure includes a General Manager overseeing five key operational service divisions: Consumer Operations, Corporate & Investment Banking Operations, Customer Contact Services, Treasury and Syndication Operations, and Shared Services and Operations Management. Notably, "Tamooha," the Group's award-winning operations centre initiative, is staffed exclusively by UAE national women.

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:

• Prepare and implement the annual plan for the Contact Centre in line with business requirements in order to achieve the required actions within agreed timeframes.
• Coordinate with Totally Quality Assurance team and the Team Leaders to identify gaps and update the action plan accordingly to ensure it continues to meet business requirements.
• Prepare trend analysis on Associates’ performance and progress in order to support the achievement of business objectives.
• Ensure all tests, quizzes, refreshers and sessions are attended/completed by all the Associates as required and maintain development records to ensure Tawasul is updated with the same in line with the agreed process
• Update manuals when required to ensure that employees are trained on the most up to date information.
• Perform UAT on new applications or systems being developed for ADCB which impacts front-end users like the Contact Centre in order to support the development and implementation of these applications or systems.
• 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 and 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 4 years of experience as a Contact Centre Agent/Associate/Officer
• Bachelors Degree in related field
• Banking applications
• Basic skills in MS PowerPoint, MS Excel and MS Word
• Excellent verbal/written communication skills
• Excellent presentation 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.