Priority Capability & Development Manager

Role Overview

Priority Capability & Development Manager at ADIB, based in Abu Dhabi.

Role Purpose

Enhance Priority Banking capabilities, manage customer service delivery across Gold Centers, ensure high standards and customer expectations are met, and control all priority customer complaints while driving operational efficiency and continuous improvement.

Key Responsibilities

Customer Complaint Management

• Control and manage all priority customer complaints received from Call Center, Gold Centers, and all other channels.
• Follow up with other departments for customer requests and complaints.
• Ensure complaints are closed within the agreed turnaround time.

Performance Monitoring & Development

• Monitor Relationship Manager achievements versus target and provide required run rate analysis with solutions on capability gaps.
• Monitor Mystery Shopper scoring and identify areas of improvement.
• Help assess Relationship Manager skills and development needs and highlight areas requiring improvement.
• Monitor the team's overall performance and suggest steps to maximize productivity.

Capability & Portfolio Management

• Provide suggestions on portfolio retagging and movements to enhance Relationship Manager capabilities.
• Work with priority staff to suggest ideas to improve customer experience and facilitate their dealing with the bank.
• Prospect new business opportunities within the main role of servicing customers.

Gold Center Operations

• Ensure all Gold Centers are meeting standards and equipped with functional technology (ATM, TV screens, IT equipment).
• Ensure Priority Gold Centers are meeting high standards and customer expectations.
• Ensure achievement of assigned monthly targets with maximum productivity per Relationship Manager within the assigned area.

Qualifications & Experience

• Six years banking experience in customer-facing roles (e.g., Front Office).

Skills & Competencies

• Bilingual (Arabic and English).
• Working knowledge in customer service and frontline management.
• Strong communication skills.
• Good working knowledge of Microsoft Word and Excel.

Additional Information

Key Performance Indicators

• Delta change of Priority Banking per role productivity.
• Complaints closed within agreed turnaround time.
• Gold Centers meeting standards.
• Overall profitability.
• Customer satisfaction.