JOB DESCRIPTION
Role : Service HUB Officer (UAE National)
Location : Abu Dhabi
Role Purpose:
The Services Hub Officer will support the delivery and management of services within the hub. 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
Assist in the delivery of assigned services, ensuring they meet quality and performance standards.
- Coordinate with other team members to ensure seamless service provision.
- Address and resolve service-related issues promptly.
- Maintain a clear record of all daily & monthly activities. - M.A
- Serve as a point of contact for customers, addressing inquiries and providing information about services.
- Collect and analyze customer feedback to identify areas for improvement.
- Maintain positive relationships with customers to enhance satisfaction and loyalty.
- Assist in the development and implementation of service improvement plans.
- Adhere to service performance metrics and report findings to the Services Hub team leader.
- Flexibility for allocation, and process changes. M.A
- Maintain accurate records of service activities and customer interactions.
- Prepare regular reports on service performance and customer feedback.
- Ensure compliance with relevant regulations and standards.
- Work collaboratively with other officers and managers to achieve service goals.
- Participate in team meetings and contribute to the development of service strategies.
- Provide support and assistance to colleagues as needed.
- Ad hoc Assignment: Undertake and complete any ad hoc assignment entrusted by the line manager.
Results Required
- Continuous Improvement - Assist to Recommend workflow changes leading to process improvements to the branch manager at least once a year.
- Internal Audit & ICD Comments - Provide support in preparing detailed responses to internal audit and ICD comments relating 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.
Specialist Skills / Technical Knowledge Required for this role:
- 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
- Fair knowledge of service standards
- Training skills
- Sales skills
- Management Information skills
- Computer skills
