Team Leader - uBank

Team Leader – uBank

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. We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

We are actively seeking an ambitious professional to join our Retail Banking 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:

• Customer Experience Management- Supervise and guide the uBank team to ensure service delivery, operational efficiency, and achievement of sales targets. Oversee daily branch operations including cash management, documentation, and system updates to ensure compliance and efficiency. Drive product promotion and cross-selling initiatives to support revenue generation and customer acquisition. Implement service standards and resolve escalated issues to ensure consistent and high-quality customer experience
• Complaint Resolution- Acknowledge and address customer complaints following the agreed escalation process in order to ensure quick resolution of customer complaints
• Reporting- Oversee the preparation and consolidation of periodic team productivity reports in order to report on departmental activities
• Audit and Compliance- Ensure adherence to internal policies and regulatory requirements to mitigate risks and maintain operational integrity. Review and take action on points and recommendations highlighted in audit reports, Branch control reports and error logs in order to ensure compliance with internal policies, procedures and practices
• People Management- Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance. Organize 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
• Policies, Processes, Systems and Procedures- Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders
• Continuous Improvement- Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the Bank’s standards
• Customer Service- Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions.

The ideal candidate should have the following experience

• At least 4 years of experience in Banking or customer service, including team supervision
• Bachelor’s Degree in Business, Finance, or related field
• Knowledge of technological and digitalization developments and their application
• Microsoft Office Word; Excel and PowerPoint
• Interpersonal, communication, multicultural awareness, sensitivity and conflict resolution
• Ability to work effectively across different business platforms

What we offer:

• Competitive Salary: The indicative pay range for this role is AED 14000– AED 21000 per month. 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.