Manager - Business Support

Position: Manager – Business Support (Commercial Banking) - UAE Nationals 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

Retail Banking Group:

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 Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service.

In this role, your key responsibilities include:  

• Oversee and manage customer maintenance requests, support customer queries/complaints, communicate service metrics, monitor and analyse results and implement changes, conduct periodic spot checks in order to meet/exceed customer expectations, service standards and achieve quarter on quarter improvement in Net Promoter Score (NPS) scores
• Ensure all RM locations are adequately covered by the support team, based on the volume of work and requirements from the front-end team to ensure SLAs, TATs and service standards are met
• Oversee and manage the team supporting RMs in gathering the required information and documentation in order for them to analyse clients’ financial health and needs
• Under the RMs supervision, support with technical operations in the system during the Credit process (For example: raising memos and completing reviews) to ensure TATs and other service metrics are met in line with valid Standard Operating Procedures
• Use available data to educate clients on access options and identify cross-sell opportunities in order to deepen client relationships and support the generation of sales revenue for the Bank
• Educate clients on use of digital applications and channels, in line with the Bank’s strategy and targets in order to increase their usage

The ideal candidate should have the following experience:

• At least 6 years of experience within a customer-facing front-end function in Commercial Banking
• Bachelor’s Degree in Business, Accounting or Finance
• Microsoft Office (Word, Excel and PowerPoint)
• Core knowledge of banking systems

 What we offer:

• Competitive Salary: The indicative pay range for this role. Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.
• 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.