Priority Capability & Development Manager

Abu Dhabi Islamic Bank
Abu Dhabi
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 6+ yearsSkills: ["Communication","Customer service","Frontline management"]

Lead Priority Banking capability enhancement and customer service delivery for the Gold Centers. Manage and control priority customer complaints across channels, monitor relationship manager performance against targets, and support portfolio movements to strengthen capabilities. Ensure Gold Centers meet standards and have required functional technology, drive improvements using Mystery Shopper results, and coordinate with other departments to fulfill customer requests while maximizing productivity and customer satisfaction.

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Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank
19 hours ago

Priority Capability & Development Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Lead Priority Banking capability enhancement and customer service delivery for the Gold Centers. Manage and control priority customer complaints across channels, monitor relationship manager performance against targets, and support portfolio movements to strengthen capabilities. Ensure Gold Centers meet standards and have required functional technology, drive improvements using Mystery Shopper results, and coordinate with other departments to fulfill customer requests while maximizing productivity and customer satisfaction.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Control and manage priority customer complaints received from call center, Gold Centres, and other channels.
  • •Monitor relationship managers’ achievements versus targets and provide solutions to deliver required run rate.
  • •Ensure Gold Centers meet standards and have functional technology (ATM, TV screens, IT equipment).
  • •Follow up with other departments on customer requests and complaints, and monitor Mystery Shopper scoring to identify improvement areas.
  • •Assess relationship managers’ skills and development needs, suggest ideas to improve customer experience, and maximize team productivity.

Key Requirements

  • •Bilingual proficiency in Arabic and English.
  • •Working knowledge in customer service and frontline management.
  • •Strong communication skills.
  • •Good working knowledge of Microsoft Word and Excel.
  • •Six (6) years of banking experience in a customer-facing/front office role.
Experience:6+ yearsBankingCustomer serviceFront office
Skills:CommunicationCustomer serviceFrontline management
Languages:ArabicEnglish
Tech Stack:Microsoft WordExcel

Company Brief

Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank (ADIB) is a public Islamic bank providing retail, corporate, wealth and investment banking services across the UAE and international markets, offering Sharia-compliant financial products and digital banking solutions.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 1997
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Glassdoor: 3.5
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