Role: Service Hub Specialist   

Location: Dubai

Role Purpose:

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

Key accountabilities of the role:

Service Delivery & Quality:

• Ensure timely and accurate delivery of assigned services, meeting established quality and performance standards.

The Service Hub will be managing services but not limited to: 

• Early Settlement from other Banks
• Deceased
• Court Orders
• Retention
• Collection
• Exception User Access
• Account Opening QC Remediation
• SDL Overdue and Fees Management
• DD Issuance
• GL Financial Posting
• Daily Reports
• KYC/ODD Update
• Exit Relationship
• Other services of the Branch will be added in the future based on the 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, service requests and escalating with professionalism.
• Analyze and resolve service-related issues promptly, ensuring a positive customer experience.

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 improvement.

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 enhancement to the branch development team 
• Support the development and implementation of service improvement plans aimed at increasing customers satisfaction and loyalty

Adaptability and Continuous Improvement:

• Demonstrate flexibility in adapting to process changes and new service allocation requirements.

Ad Hoc Assignment:

• Undertake and complete any additional responsibilities or assignments entrusted by the line manager. 

Results required:

• Internal Audit & ICD Comments - Provide support in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.
• Compliance of policies & procedures – Comply and perform Key operational controls as required in ADIB’s polices & procedures in day-to-day operations.        

Qualification, skills / technical knowledge required for this role:

• Bachelor’s degree in business administration, finance or related field (preferred).
• Minimum of 2-3 years of experience in the Banking industry, preferably in customer service or operation.
• 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. 
• Proven ability to handle customers inquiries and escalation
• Experience working collaboratively with cross-functional teams to achieve common goals.
• Broad knowledge of ADIB’s Retail Banking financial products & services
• Thorough knowledge of ADIB’s Retail Credit & Operational Policies & Procedures
• Good Knowledge of UAE banking practices, regulations & risks
• Thorough knowledge of all the regulations issued by Central Bank of UAE
• General awareness of competitors in the local market
• Management information skills

This position is for UAE Nationals only.