Senior Team Leader - Business Support Services

Senior Team Leader - Business Support Services (Position for UAE Nationals)

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:

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:

• To lead the Corporate and Investment Banking Group (CIBG) customer credit facility, credit memos, customer requests (Service Requests (SRs)) and account opening completion, reviewing and assessing the compliance with the agreed Service Level Agreements (SLAs) and standards, identifying areas requiring improvement and implementing improvement actions in order to achieve customer experience targets and adherence with Bank requirements/policies

• Assess and review the teams compliance to the Banks required procedures in the completion of customer maintenance requests and the support provided when dealing with customer queries/complaints in order to identify and rectify area requiring improvement and ensure compliance with Bank procedures

• Review reported service metrics and the presented analysis of results gained from customer expectations, service standards and the achievement of quarter on quarter improvement in Net Promoter Score (NPS) scores, identifying improvement areas and recommending corrective actions to ensure corrective actions taken have a positive effect on the recorded results

• Assess the follow up on departmental documentation that support RMs, identifying areas that require improvement, overseeing the corrective action taken to ensure service standards, policies, procedures and Key Risk Indicators (KRIs) are adhered to

• Foster a culture where the team consistently look to educate clients on using self-service and remote channels in order to increase efficiency and service provided and reduce customer queries

• Draft Complex Credit memos that support existing borrowing clients’ relationship to ensure the smooth continuity of services and lending transactions

• Oversee the team supporting RMs in gathering the required information and documentation in order for them to analyse clients’ financial health and needs as well as their industries/markets on a regular basis and the drafting of basic memos

• Support the RMs and client with technical operations in the system during the Credit process (for example: raising memos and completing reviews) to ensure turnaround times (TATs) and other service metrics are met in line with valid Standard Operating Procedures (SOPs) and policies

• 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 5 years of experience in Corporate Banking or similar supporting functions
• Experienced in credit memos or basic credit applications (CAs)
• Management skills
• Communication skills
• Client service skills
• Statistical and financial analysis
• Analytical skills
• Microsoft Office (Word, Excel and PowerPoint)
• Core knowledge of Banking systems and products

What we offer:

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