Customer Service Manager - Trade Finance

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About the business area

ITMAM

Itmam, a wholly-owned subsidiary, provides banking operational and processing services to all Group sectors, including lending, wealth management, and ATM services. Integrated into the Group Business Services (GBS) organisational structure, Itmam operates under its own Board of Directors, comprising Group executive staff members. Its structure includes a General Manager overseeing five key operational service divisions: Consumer Operations, Corporate & Investment Banking Operations, Customer Contact Services, Treasury and Syndication Operations, and Shared Services and Operations Management. Notably, "Tamooha," the Group's award-winning operations center initiative, is staffed exclusively by UAE national women.

We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Oversee and manage customer requests, support customer queries/complaints, communicate service metrics, monitor and analyse results, implementing changes, conduct periodic spot checks in order to meet/exceed customer expectations, service standards and achieve quarter on quarter improvement in Net Promotor Scores (NPS) scores
• Manage the support provided by the team to the coverage teams in delivering service to the GBS clients by taking full ownership of the client experience on behalf the coverage teams in order to maintain the ADCB service standards at all levels of interaction
• Manage and oversee the resolution of any issues/complaints relating to the client experience, escalating to the relevant internal departments to ensure these are fully resolved in an effective and timely Manner
• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance
• Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the Bank’s standards

The ideal candidate should have the following experience:

• At least 6 years of experience within a customer facing front end function in commercial or corporate Banking and Transaction Banking experience
• Bachelor’s Degree in Business, Accounting or Finance

What we offer:

Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.