Priority Capability & Development Manager

Role Overview

Priority Capability & Development Manager at ADIB, based in Dubai.

Role Purpose

Enhance Priority Banking capabilities and Gold Center operations by managing customer service delivery, maintaining operational controls, monitoring relationship manager performance, and ensuring alignment with high service standards and customer expectations.

Key Responsibilities

Complaint Management

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

Performance Monitoring & Management

• Monitor relationship manager achievements versus target and provide required run rate with solutions on the capabilities of achievements.
• Monitor the team's overall performance and suggest possible steps to maximize their productivity.
• Ensure the achievement of the assigned monthly target with maximum productivity per relationship manager within the assigned area.

Development & Capability Building

• Help in the assessment of relationship manager skills and development needs and highlight areas that need improvement.
• Provide suggestions on portfolio retagging and movements to enhance relationship manager capabilities.
• Work with priority staff to suggest ideas to help improve customer experience and facilitate their dealing with the bank.

Operational Standards & Quality

• 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.
• Monitor Mystery Shopper scoring and identify areas of improvement.

Business Development

• Prospect new business opportunities within the main role of servicing customers.

Key Performance Indicators

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

Qualifications & Experience

• Six years of banking experience in customer-facing roles such as front office.

Skills & Competencies

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