Support & Quality Officer

Role Overview

Support & Quality Officer at ADIB, Abu Dhabi. The role provides centralized operational support, quality assurance, and governance oversight for Wealth Centers (Priority & Wealth Coverage), ensuring efficient service delivery, regulatory compliance, risk control, and continuous process improvement across all bank channels.

Role Purpose

To enable Priority and Wealth Centers to deliver compliant, high-quality customer service by providing operational support, resolving critical cases, managing segmentation and access, overseeing regulatory requirements, and driving process improvement.

Key Responsibilities

Operational & Frontline Support

• Support Priority and Wealth Centers frontline teams in resolving customer service and operational issues.
• Coordinate with frontline to close pending cases, discrepancies, and remediation items.
• Act as a focal point between Priority and Wealth Centers and internal stakeholders including GCD, ICD, HR, Operations, Legal, ORM, Retail Control, Training, and others.
• Guide and support new joiners by addressing inquiries throughout their onboarding journey.
• Highlight critical issues and recommend corrective action plans.

Complaints & Critical Case Management

• Coordinate resolution of VIP and critical customer cases to prevent escalation.

Customer Segmentation, Upgrade & Retagging

• Execute and validate all Upgrade, Downgrade, and Retagging requests across all bank channels.
• Process single and bulk retagging requests for Priority, Wealth, Real Estate, Collections, and Call Center.
• Manage RM change requests and temporary staff upgrades.
• Act as the main point of contact for segmentation-related inquiries.
• Submit monthly upgrade and tracking reports to Management.

Reporting, Systems & Process Improvement

• Monitor daily account opening reports and follow up on pending branch actions.
• Follow up on unarchived original files in BPM Centralized Account Opening.
• Review and update Priority Banking and Wealth Coverage SOPs and SLAs.
• Manage and enhance BPM, CRM Dynamics, CRM Next, and other bank systems.
• Design and implement process improvements to enhance efficiency and control.

Governance, Risk & Compliance

• Maintain and annually review Wealth Access Matrix and Authority (Delegation) Matrix.
• Manage RCSA, KRIs, risk issues, controls, and action plans.
• Ensure compliance with FATCA, CRS, and ODD requirements.
• Support ICD court cases and regulatory follow-ups.
• Oversee SCA exam bookings, licensing issuance, and completion of CPD hours for all RMs.
• Deliver orientation presentations on Priority Banking systems, requirements, and SCA documentation.
• Ensure all Priority and Wealth staff sign the MBO (Measurement Business Objectives).

Access Management & Training

• Manage system access for new joiners and existing staff including activation, reactivation, and troubleshooting.
• Identify training needs and coordinate programs to enhance frontline performance.

Other Duties

• Perform any other responsibilities assigned by Head of Wealth Management.

Qualifications & Experience

• Minimum five years' experience in Retail Banking Products & Operations in a banking or service industry environment.
• Hands-on experience in frontline banking operations, including customer onboarding, KYC documentation, and account maintenance in line with internal policies and UAE Central Bank regulations.
• Experience in supporting wealth and retail banking activities, including coordination with Relationship Managers, handling investment-related documentation, and managing discrepancies and follow-ups with internal stakeholders.

Skills & Competencies

• Good knowledge of ADIB's Retail Banking products and services and wealth management products and services.
• Broad knowledge of ADIB's Retail Operational Policies and Procedures.
• Fair knowledge of UAE banking practices, regulations, and risks.
• Good knowledge of Anti-Money Laundering regulations issued by the UAE Central Bank and other regulatory authorities.
• General awareness of competitors in the local market.
• Fair knowledge of service standards.
• Training skills.
• Management Information skills.
• Computer skills.