Service Hub Specialist

Role Overview

Service Hub Specialist at ADIB, based in Abu Dhabi.

Role Purpose

The Service Hub Specialist ensures the smooth and efficient delivery of services across multiple branches, acting as a centralized point of contact for service-related inquiries and operations. The role involves working closely with ROM, Branches, and other team members to ensure high-quality service delivery, customer satisfaction, and operational efficiency.

Key Responsibilities

Service Delivery & Quality

• Ensure timely and accurate delivery of assigned services, meeting established quality and performance standards.
• Manage services including Early Settlement from other Banks, Exit Relationship, and other services to be added in the future based on volume, team capacity, and Management approval.
• Proactively identify and address potential service bottlenecks to maintain seamless service provision.

Customer Interaction & Issue Resolution

• Act as the primary point of contact for customers, handling inquiries and service requests with professionalism.
• Escalate issues appropriately to ensure resolution.
• Analyze and resolve service-related issues promptly, ensuring a positive customer experience.
• Demonstrate proven ability to handle customer inquiries and escalations.

Operational Coordination

• Collaborate with team members and other departments to ensure efficient service operations across multiple branches.
• Provide regular updates and feedback to the Service Hub Team Leader on service activities and operational improvements.
• Work collaboratively with cross-functional teams to achieve common goals.

Data Management & Reporting

• Maintain accurate records of all daily and monthly activities, including service transactions and customer interactions.
• Prepare comprehensive reports on service performance, customer feedback, and improvement suggestions.

Customer Feedback & Service Improvement

• Collect and analyze customer feedback to identify service gaps and recommend enhancements to the branch development team.
• Support the development and implementation of service improvement plans aimed at increasing customer satisfaction and loyalty.

Compliance & Governance

• Provide support in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.
• Comply with and perform key operational controls as required in ADIB's policies and procedures in day-to-day operations.

Adaptability & Additional Duties

• Demonstrate flexibility in adapting to process changes and new service allocation requirements.
• Undertake and complete any additional responsibilities or assignments entrusted by the line manager.

Qualifications & Experience

• Bachelor's degree in Business Administration, Finance, or related field (preferred).
• Minimum 2–3 years of experience in the Banking industry, preferably in Customer Service or Operations.
• Broad knowledge of ADIB's Retail Banking financial products and services.
• Thorough knowledge of ADIB's Retail Credit and Operational Policies and Procedures.
• Good knowledge of UAE banking practices, regulations, and risks.
• Thorough knowledge of all regulations issued by Central Bank of UAE.
• General awareness of competitors in the local market.

Skills & Competencies

• Proficiency in banking systems and service platforms.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• High attention to detail and accuracy.
• Adaptability to change and proactive attitude toward process improvement.
• Management Information skills.